Location
London (Hybrid or Remote options available depending on role)

Hours
Full Time

Salary
£74,600 per annum

About the Role
At Algolia, a pioneer and market leader in AI Search, we empower over 17,000 businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. We handle over 30 billion search requests weekly, surpassing major search engines combined. Backed by a $150 million Series D funding round in 2021, we continue to invest in our platform and serve top customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens.

We are seeking a Customer Success Advocate (CSA) to manage a dedicated portfolio of customers within a high volume, low touch engagement model. In this customer-facing role, you will conduct account reviews, customer outreach, CRM management, forecasting, and manage the renewal process at scale using Salesforce, Gainsight, and other internal tools. You will collaborate closely with Sales, Customer Solutions, Finance, Customer Support, and Deal Desk teams.

You will engage directly with customers to understand their needs and challenges, ensuring their issues are addressed and relationships are nurtured. You will negotiate renewals to maximize mutual benefit and maintain strong customer trust.

Key Responsibilities:
- Own and execute renewal contracts across an assigned territory
- Manage the entire renewal process including quote generation and CRM updates
- Ensure timely renewals and maintain accurate CRM data
- Identify growth opportunities and provide actionable insights
- Detect and resolve customer satisfaction issues proactively
- Collaborate cross-functionally to support customers and process contracts accurately
- Develop and execute win/win negotiation strategies maximizing contract value
- Manage high volumes of communications and internal tasks efficiently
- Engage customers to uncover renewal requirements and roadblocks
- Provide renewal forecasts and communicate risks to leadership
- Adhere to best practices in opportunity management, data quality, quotations, and forecasting
- Achieve financial and strategic targets by minimizing attrition and driving upsells, cross-sells, and add-ons
- Collect customer feedback and suggest improvements leveraging technology and automation

Algolia embraces a flexible workplace strategy, empowering employees to choose where and when they work, emphasizing impact and output over physical location. We have offices globally but also offer remote and hybrid options depending on the role.

We live by our core values: GRIT, TRUST, CANDOR, CARE, and HUMILITY, fostering an inclusive, diverse, and collaborative environment where everyone is respected and supported.

Experience
- 1-3 years in a client-facing role at a SaaS or software company
- Proficient with Salesforce CRM
- Experience using AI tools to serve customers at scale
- Strong attention to detail and process orientation
- Excellent verbal and written communication skills
- Strong organizational and prioritization abilities
- Ability to manage a large portfolio of accounts, identify issues and opportunities, and provide solutions
- Skilled in negotiation, financial acumen, and applying strict policies
- Ability to build relationships and collaborate effectively
- Adaptable to rapid changes in priorities and policies
- Continuous learner with a growth mindset

About You
- Customer-focused with strong account management and commercial capabilities
- Comfortable managing high volumes of emails, calls, and transactions
- Strategic thinker able to engage in persuasive value conversations at executive levels
- Able to manage renewal transactions through all stages of the cycle
- Capable of negotiating complex multi-year service contracts

Qualifications
- Experience with enterprise CRM or customer service applications is a plus
- Gainsight experience is highly desirable
- Proven track record managing high volumes of customer accounts and transactions