Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Customer Success roles remain a core operating function in SaaS because recurring revenue depends on sustained product adoption and measurable outcomes. This position stands out in the context of a platform SaaS business where customers are likely integrating the product into critical workflows, making post sale partnership and technical alignment central to retention and expansion. The remit also signals a customer portfolio with meaningful complexity, given the collaboration with Solutions Architects and the emphasis on value realization.
For a SaaS career, the role builds durable skills at the intersection of product usage, commercial outcomes, and stakeholder management. Experience translating platform capabilities into customer KPIs, running business reviews, and documenting ROI maps well to how mature SaaS companies manage renewals and growth. The exposure to churn analysis and win back strategy also develops a practical understanding of the full customer lifecycle.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Algolia, we are passionate about our customers so we’re looking for an all Customer Success Manager who is ready to join our team and help support our growing APAC customer base. We're looking for a strategic, relationship-focused Customer Success Managerwho thrives in a fast-paced, customer-first environment. In this role, you’ll partner with our top-tier customers as their trusted advisor and business strategist, enabling them to fully leverage and expand the value of Algolia’s platform. You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally.
We want resilient problem solvers who aren’t afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction. We're looking for candidates who raise the level of our teams. You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally. Are you ready for the challenge?
This role is remote within Australia, but we are only considering candidates based in East Coast Australia locations.
YOUR ROLE WILL CONSIST OF:
- Drive the adoption, value realization, retention and overall success of our customers
- Build trusted, consultative relationships with key stakeholders.
- Coach customers to get the most out of Algolia by aligning with their objectives and KPIs.
- Demonstrate and communicate Algolia’s value proposition and product capabilities.
- Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps.
- Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
- Provide regular, proactive recommendations to optimize the use of our platform
- Document and clearly articulate the Return on Investment driven by our solution
- Anticipate challenges, identify risks, and proactively present solutions
- Identify opportunities to expand our partnership with customers
- Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
- Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
- Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
YOU MIGHT BE A FIT IF YOU HAVE:
- 3+ years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
- Located in Australian Eastern or Central Standard Time Zone
- Experience working with a portfolio of accounts, supporting a highly technical product
- Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization
- Ability to set priorities, drive decisions and reach resolution on recommendations and issues
- Ability to influence others towards continuous improvement, both internally and externally
- Experience successfully managing customer engagements to completion and customer satisfaction
- Proven track record of coordinating with Sales, Legal, and Deal Desk to manage customer renewals, optimizing revenue
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritize tasks
#LI-Remote
