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Manager, Customer Success

Remote - United States

At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined.

In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens.

At Algolia, we’re passionate about our customers and we’re looking for an exceptional leader to support our growing AMER customer base. As Manager of Customer Success, you will mentor, coach, and lead a team of Customer Success Managers who partner with our most strategic Enterprise customers. Your team will drive value across the customer journey, increase maturity and feature adoption, and help build repeatable playbooks that fuel customer success at scale.

In this role, you’ll empower your team to own customer outcomes: resolving issues, maximizing value, driving adoption and expansion, supporting renewals, and strengthening long-term relationships. You’ll bring strong account management expertise, sharp business acumen, and the ability to quickly understand and advise on customer needs. You will collaborate closely with Sales, Technical Account Management, and Product to ensure customers achieve their goals and to represent their voice internally.

We’re seeking a hands-on, innovative manager who can elevate the team, operate with ownership in an evolving environment, and isn’t afraid to build and refine processes as we grow. You value transparency, embrace continuous improvement, and strive to raise the bar for yourself and others.

Are you ready for the challenge?

YOUR ROLE WILL CONSIST OF:

  • Directly manage and develop a team of Customer Success Managers supporting high-touch accounts
  • Coach team members on customer success best practices, including change management and feature adoption, value realization, and strategic engagement
  • Drive team accountability on core CS metrics: proven value, engagement, feature adoption, strategic planning, customer health scores, retention, and customer satisfaction
  • Join strategic customer engagements and escalations, demonstrating executive presence with C-level stakeholders at Fortune 500 companies
  • Build and refine scalable CS processes including success planning frameworks, QBR templates, and retention mitigation playbooks
  • Partner closely with Sales to define renewal strategies, identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
  • Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
  • Conduct regular 1:1s, performance reviews, and career development planning for direct reports
  • Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion opportunity definement
  • Serve as an escalation point for at-risk accounts and complex customer situations within your team's portfolio
  • Develop customer advocacy programs including case studies, testimonials, and reference participants

YOU MIGHT BE A FIT IF YOU HAVE:

  • 5+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
  • Proven track record of managing and building customer success teams in SaaS or API companies
  • Experience managing customer portfolios at enterprise scale, including accounts with $100k-$1M+ annual contract values
  • Strong understanding of both consumption-based and infrastructure-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
  • Technical fluency and ability to navigate technical conversations, and coach teams on product capabilities across multiple offerings
  • Strong executive presence and ability to represent Algolia with customer technical and business leaders
  • Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
  • Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
  • Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
  • Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
  • Track record of achieving team targets for adoption, retention and customer satisfaction
  • Passion for helping customers transform their businesses with cutting-edge technology

#LI-remote

Algolia is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

The annual total cash compensation range (base salary and commission) for this role reflects US market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.

Remote US: On-Target Earnings Pay Range

$142,500 - $199,857 USD

FLEXIBLE WORKPLACE STRATEGY:

Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when. 

We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the role it may be available with either a hybrid-remote or in-office schedule.

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
  • TRUST - Willingness to trust our co-workers and to take ownership.
  • CANDOR - Ability to receive and give constructive feedback.
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company.
  • HUMILITY - Aptitude for learning from others, putting ego aside.

We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background.

IMPORTANT NOTICE FOR CANDIDATES - Recruitment Fraud Notice

We’ve recently seen an increase in recruitment scams targeting job seekers. To help protect yourself, please keep the following in mind:

  • Our open positions may appear on third-party job boards, but the best way to apply safely is directly through our careers page.
  • All genuine communication from Algolia will come from an @algolia.com email address. If you receive an email from someone claiming to work at Algolia who does not have an @algolia.com email address, please do not respond or share any personal information.
  • We’ll never ask for payments, purchases, or financial details during the hiring process.

READY TO APPLY?

If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!

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