Senior Customer Success Manager, German Speaker

This is a fully remote position, open to applicants in Germany.

📋 Description

• Cultivate and support customers after go-live by enhancing adoption and value realization, leading to their success, retention, and eventual growth.

• Spearhead user empowerment through the delivery of product training sessions.

• Collaborate with Solutions Architects to assist customers in navigating the project management and technical aspects of their Algolia implementation.

• Offer regular, proactive suggestions to optimize the utilization of our platform.

• Enhance the adoption of our product features to maximize the value generated by our offerings.

• Document and clearly communicate the Return on Investment provided by our solution.

• Identify accounts with a high risk of churn and proactively collaborate with Account Executives and Renewal Account Executives to mitigate that risk.

• Spot opportunities to deepen our partnership with customers.

• Analyze accounts that have been lost to understand the reasons behind churning.

• Ensure prompt resolution of all account issues by leveraging resources from cross-functional teams internally.

• Act as the voice of the customer, providing internal insights on how Algolia can enhance its services.

• Monitor key account metrics.

⛳️ Requirements

• Proficiency in English, French, and German.

• 2 - 3 years of relevant experience in customer success, account management, digital consultancy, or project management, ideally within a SaaS environment.

• Experience managing a portfolio of accounts while supporting a highly technical product.

• Proven ability to build relationships, establish credibility, present, and communicate effectively at all organizational levels.

• Capacity to prioritize tasks, drive decisions, and achieve closure on recommendations and issues.

• Ability to influence continuous improvement efforts both internally and externally.

• Experience in successfully managing customer engagements through to completion and ensuring customer satisfaction.

• Strong presentation, written, and verbal communication skills.

• Demonstrated time management skills with the ability to prioritize tasks effectively.

🏝️ Benefits

• Flexible workplace strategy