At Algolia, we are passionate about helping developers & product teams quickly connect their users with what matters most! Algolia is leading the way in removing the frictional boundary between intent and content, providing industry grade search and discovery tools to drive richer, more powerful engagement and success capabilities to companies of all sizes.

As such, we’re looking to hire a Customer Success Operations Lead (CS Ops) who is able to provide the best processes, tools and analytics to help drive efficiency in our Customer Success Department. This role will have an important strategic position within the organization by working hand-in-hand with the Chief Customer Officer and Global VP of Customer Success to provide support and insight on the Customer Success team’s achievements and opportunities. This role will be a trusted partner in defining customer success objectives, strategy, analytics, and implementing processes that enable the global Customer Success team to scale. If this role sounds interesting to you, then we want to hear from you!

THE ROLE WILL CONSIST OF:

• Implementing and managing software that facilitates Customer Success Managers, Support and Customer Success Engineers operational activities and efficiencies
• Partner with CS leadership to surface insights about customer health, Algolia adoption, NRR performance and alignment with sales
• Provide hands-on assistance to the team and leaders for CS systems and processes.
• Owning and managing Gainsight
• Drive process definition and optimization.
• Monitor the timing and content of touch points of the Customer Success Team to drive optimal adoption and CSAT score
• Define processes to support the customer journey and detect early signals of risk or upsell potential
• Track leading indicators of renewals and upsell and reporting on results
• Together with CS Enablement, develop curriculum material that will drive technology and process adoption for the Customer Success Team
  

YOU MIGHT BE A FIT IF YOU HAVE:

• Years of experience 5-7 years experience
• Highly analytical mindset
• Strong project management approach with experience and tangible skills
• Attention to detail and organizational skills with a focus on optimizing processes
• Proven time management skills with the ability to prioritize tasks
• Tools Experience: Gainsight, advanced SFDC competence, Clari, strong familiarity with BI tools.
• Experience in change management methodology and process improvements
• Out of the box thinker, ready to challenge the status quo, but be committed even in case of disagreement
• Excellent presentation, written and verbal communication skills

• 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.

REMOTE 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 our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.

We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.

ABOUT US:

Algolia prides itself on being a pioneer and market leader offering an AI-powered, API-First Search & Discovery platform that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.

Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.

In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.

WHO WE'RE LOOKING FOR:

We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.

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!