Customer Success Advocate

Job Overview

Customer Success Advocate (CSA) responsible for a dedicated portfolio of customers based on a high‑volume, low‑touch engagement model. The CSA conducts account reviews, outreach, CRM management, forecasting, and manages the renewal process using Salesforce, Gainsight, and other internal systems.

Responsibilities

• Own and execute on a large portfolio of renewal contracts in an assigned territory.
• Manage the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM.
• Ensure all renewals occur on time.
• Maintain and update the CRM with detailed and accurate information on customer status and opportunities.
• Identify growth opportunities and provide insights to improve future business outcomes.
• Identify potential risks and work with customers to resolve any satisfaction issues.
• Collaborate with Customer Solutions, Customer Support, Finance, Legal, Deal Desk, and Sales teams to ensure accurate contract processing.
• Develop and execute win/win negotiation strategies for contract renewals that maximize value while protecting customer trust.
• Effectively manage a high volume of emails, calls, transactions, and internal tasks.
• Engage with customers to identify renewal requirements, uncover roadblocks, and demonstrate strong account management to drive on‑time closure.
• Provide renewal opportunity management with visibility into customer health, renewal status, and engagement.
• Provide renewal forecast of the territory and communicate any renewal risk to internal resources and leadership to develop resolution strategies.
• Follow and adhere to best practices for opportunity management, data quality, quotations, and forecasting.
• Achieve financial and strategic targets for minimizing attrition, positioning favorable terms, and boosting incremental revenue via upsells, cross‑sells, and add‑ons to maximize customer value.
• Collect customer feedback and present ideas internally to improve the customer experience using technology and automation.

Required Qualifications

• 1‑3 years of relevant experience in a client‑facing role at a SaaS/Software company.
• Experience using Salesforce CRM.
• Experience utilizing AI tools to better serve customers at scale.
• Strong attention to detail and process orientation.
• Excellent verbal and written communication skills.
• Strong organization and prioritization skills.
• Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions with strong process management, negotiation skills, financial acumen, and policy application.
• Ability to build relationships and collaborate closely with teammates.
• Ability to react and adapt to rapid shifts in priorities and organizational policies.
• Constant desire to learn and improve.

Preferred Qualifications

• Experience with an enterprise CRM or customer service application.
• Experience with Gainsight.
• Experience managing a high volume of customer accounts and transactions.
• Strategic mindset to enable persuasive value conversations with executive‑level customers.
• Experience managing transactions through every stage of the renewal cycle.
• Experience negotiating complex multi‑year services contracts.

Values

• GRIT – Problem‑solving and perseverance in a changing environment.
• TRUST – Willingness to trust coworkers and take ownership.
• CANDOR – Ability to give and receive constructive feedback.
• CARE – Genuine care for teammates and clients.
• HUMILITY – Aptitude for learning from others and putting ego aside.

Flexible Workplace Strategy

Algolia’s flexible workplace model empowers employees to choose how and where they work. Options include fully remote, hybrid‑remote, or office‑based schedules, with many teams operating independently across locations worldwide.

Compensation

Annual total cash compensation (base salary and commission) is £61,000—£74,600 GBP. On‑Target Earnings pay range applies as part of the total rewards philosophy.

Equal Opportunity Employer

Algolia does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.