Customer Success Manager - Italian speaker a bonus

Overview

As a Customer Success Manager at Algolia, you will drive adoption, value realization, and retention for post go-live customers, collaborating with Account Executives and Solutions Architects. You will guide customers through implementation, advise on best practices, and act as the voice of the customer to improve our platform. Your impact spans increasing expansion opportunities, reducing churn risk, and delivering measurable ROI.

This role combines problem-solving with proactive relationship management in a fast-growing, customer‑focused environment.

• flexible workplace
• remote or hybrid work options
• inclusive and high-trust environment
• global presence with multiple office locations
• Autonomy in role and focus on impact
• Total Rewards philosophy

• Drive adoption and value realization post go-live to enable retention and growth
• Lead user enablement through product trainings
• Collaborate with Solutions Architects on project management and technical requirements
• Provide proactive optimization recommendations to maximise platform usage
• Promote feature adoption to increase value and ROI
• Document and communicate ROI of the solution
• Identify at-risk accounts and coordinate with AEs/Renewal AEs to mitigate churn
• Spot expansion opportunities and deepen partnerships
• Analyze lost accounts to identify churn drivers
• Ensure timely resolution of account issues with cross-functional teams
• Represent the voice of the customer and deliver internal feedback for service improvements
• Track key account metrics

• Fluency in English
• 2–3 years in customer success, account management, digital consultancy or project management in a SaaS context
• Experience managing a portfolio of highly technical products
• Strong relationship-building, credibility, and communication skills across all organizational levels
• Ability to set priorities, drive decisions, and close recommendations/issues
• Influence toward continuous improvement internally and externally
• Proven track record of managing engagements to completion and satisfaction
• Excellent presentation, written, and verbal communication
• Strong time management and task prioritization skills

• relationship-building
• credibility and effective communication
• cross-functional collaboration
• SaaS customer success workflows
• project management coordination
• training and enablement delivery