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Algolia · 5 days ago

VP, Customer Success

United States

Full-time

Remote

Director/Executive

$294K/yr - $345K/yr

15+ years exp

Algolia is a pioneer and market leader in AI Search, empowering businesses to deliver predictive search experiences. They are seeking a Vice President of Customer Success to lead their global Customer Success organization, focusing on strategy, operations, and customer outcomes.

Cloud ComputingSearch EngineSemantic SearchVertical Search

Comp. & Benefits

Responsibilities

Provide leadership to a global Customer Success Management organization, setting the long-term vision and strategy

Lead, inspire, and scale regional CSM leaders and teams across the Americas, EMEA, and APAC

Develop a global operating model balancing consistency with regional nuance

Build a culture grounded in accountability, measurable impact, and customer-centricity

Be responsible for global retention, Net Revenue Retention (NRR), and customer health metrics

Act as executive sponsor for top strategic global customers

Define global programs that drive customer maturity, product adoption, and measurable ROI

Oversee customer journey frameworks ensuring seamless experiences across lifecycle stages

Partner with global Sales leadership on account strategies, renewal and expansion priorities

Work with Product & Engineering to deliver structured customer insights for roadmap decisions

Collaborate across Support, Customer Solutions, and Services for an integrated customer experience

Represent customer perspectives at leadership level

Establish global KPIs, forecasting models, playbooks, and operating rhythms

Lead global workforce planning, hiring, and leadership development

Oversee escalations worldwide ensuring rapid, customer-centric resolutions

Analyze churn and renewal trends across markets to continuously refine global strategy

Qualification

Customer Success LeadershipSaaS ExperienceOperational ExcellenceGlobal Team ManagementExecutive CommunicationKPI DesignFluency in EnglishLearning AptitudeRelationship BuildingProblem SolvingFeedback SkillsTeam Collaboration