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Customer Success Operations

RevenueRemote
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 (CS Ops) lead who is able to provide the best processes, tools and analytics to help with efficiency in our Customer Care 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 Care to provide support and insight on the Customer Care 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 Care team to scale. If this role sounds interesting to you, then we want to hear from you! 

THE ROLE WILL CONSIST OF:

  • Track leading indicators of renewals and upsell and reporting on results. 
  • Monitor the timing and content of touch points of the Customer Care Team to drive optimal adoption and CSAT score.
  • Define processes to detect early signals of at-risk renewals.
  • Define processes to help identify top customers for upsell. 
  • Together with Revenue Enablement, develop curriculum material that can be useful to the Customer Care Team.
  • Implementing and managing software that facilitates CSM, RMs and CSEs operational activities and efficiencies.

YOU MIGHT BE A FIT IF YOU HAVE:

  • Years of experience 5-7 years experience
  • Highly analytical mindsetAttention to detail and organizational skills with a focus on optimizing processes
  • Excellent presentation, written and verbal communication skills
  • Proven time management skills with the ability to prioritize tasks
  • Tools Experience: advanced SFDC competence, strong familiarity with Einstein dashboards or other BI tools (Looker).

NICE TO HAVE:

  • 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

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • 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.

BENEFITS:

  • Private Medical Insurance;
  • Life and Disability Insurance;
  • Business Travel Insurance;
  • Relocation support;
  • Flexible work hours and flexible time off policy.

PERKS:

  • Competitive pay and equity
  • Your choice of computer, phone, keyboard, you name it
  • Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents
  • Charitable contribution matching
  • Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice
  • Fully stocked kitchens
  • Team workouts
  • Meals & happy hours
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