Algolia · 4 hours ago
Manager, Customer Success
United States
Full-time
Remote
Mid, Senior Level
$142K/yr - $200K/yr
5+ years expAlgolia is a pioneer and market leader in AI Search, empowering businesses to deliver predictive search experiences. As the Manager of Customer Success, you will lead a team of Customer Success Managers, driving value for strategic enterprise customers and ensuring successful customer outcomes through effective management and collaboration with various teams.
Cloud ComputingSearch EngineSemantic SearchVertical Search
Responsibilities
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
Qualification
Required
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
Company
Algolia
Algolia is the Search-as-a-Service platform that enables companies to deliver fast and relevant digital experiences that drive real results.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$334.22MKey Investors
Lone Pine CapitalAccelAglaé Ventures
2021-07-28Series D· $150M
2019-10-15Series C· $110M
2017-09-01Secondary Market
Leadership Team
Bernadette Nixon
Chief Executive Officer and Board Member
Carlton Baab
Chief Financial Officer & CIO
Recent News
Business Wire
2025-12-09
Business Wire
2025-12-01
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