Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role stands out in SaaS because it sits at the post go live layer where recurring revenue is protected and expanded. Algolia’s product is positioned as a technical platform, so customer outcomes depend on adoption, implementation guidance, and ongoing optimisation rather than one time delivery. The remit also signals a mature SaaS operating model, with close partnership across sales and solutions architecture.
For a SaaS career, the role builds durable experience in the mechanics of retention and expansion. It involves translating product capability into measurable value, running enablement, and using account health signals to anticipate churn. That combination develops fluency in SaaS metrics, stakeholder management across technical and business teams, and the internal “voice of customer” loop that influences roadmap and service design.
This position best fits someone who prefers ownership over a defined playbook and is comfortable navigating ambiguity while still driving structured outcomes. It will suit a practitioner who enjoys working across languages and regions, and who wants a customer facing role that blends relationship leadership with technical coordination and ROI storytelling.
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 star Customer Success Manager who is ready to join our growing team. We need a dedicated advocate who possesses impeccable relationship management skills, can take the lead on solving issues, drive maximum value/ success to existing customers, inspire and sell the future of Algolia, encourage adoption and expansion, all while building delightful and long-lasting relationships. 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?
YOUR ROLE WILL CONSIST OF:
- Drive and nurture post go-live customers by increasing adoption and value realisation leading to their success, retention and ultimately growth
- Lead the enablement of our users by conducting product trainings
- 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 optimise the use of our platform
- Maximise the adoption of our product features in order to maximise the value driven by our product
- Document and clearly articulate the Return on Investment driven by our solution
- Identify accounts that are likely at risk of churn and work proactively with AEs and Renewal Account Executives to eliminate that risk
- Identify opportunities to expand our partnership with customers
- Analyse accounts that have been lost, identify reasons for churning
- Ensure all account issues are quickly resolved, utilising resources from cross-functional teams internally
- Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
- Track key account metrics
YOU MIGHT BE A FIT IF YOU HAVE:
- Fluency in English, French and German
- 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
- Experience working with a portfolio of accounts, supporting a highly technical product
- Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisation
- Ability to set priorities, drive decisions and get closure 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
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritise tasks
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