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Customer Success Manager

Posted 3 months agoInactiveViewed

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💎 Seniority level: Manager, 2 - 3 years

📍 Location: England, France, Italy, USA, Australia, Romania

🔍 Industry: SaaS

🏢 Company: Algolia👥 501-1000💰 $150,000,000 Series D over 3 years agoSemantic SearchSearch EngineCloud ComputingVertical Search

🗣️ Languages: English, French, Italian

⏳ Experience: 2 - 3 years

🪄 Skills: Project ManagementStrategyCommunication SkillsTime ManagementRelationship managementTechnical support

Requirements:
  • Fluency in English.
  • Second language preferred: French or Italian.
  • 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 highly technical product.
  • Demonstrated ability to establish relationships and communicate effectively.
  • Ability to prioritize, drive decisions, and close on issues.
  • Ability to influence continuous improvement.
  • Experience managing customer engagements to completion.
  • Excellent presentation, written, and verbal communication skills.
  • Proven time management skills with the ability to prioritize tasks.
Responsibilities:
  • Drive the on-boarding, adoption, retention and overall success of customers.
  • Lead the enablement of users by conducting product trainings.
  • Work in partnership with Solutions Architects for project management.
  • Provide recommendations to optimize platform use.
  • Maximize adoption of product features.
  • Identify at-risk accounts and work to eliminate churn risks.
  • Identify expansion opportunities with customers.
  • Analyze lost accounts and strategize on winning them back.
  • Ensure quick resolution of account issues with cross-functional teams.
  • Function as the voice of the customer for internal feedback.
  • Track key account metrics and forecast retention.
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