Customer Success Advocate

We’re looking for a Customer Success Advocate (CSA) who is responsible for a dedicated portfolio of customers based on a high volume / low touch engagement model. As a CSA, you are responsible for conducting account reviews, customer outreach, CRM management, forecasting, responding to customer needs, and managing the renewal process operating at scale using Salesforce, Gainsight and other internal systems. You will partner with Sales, Customer Solutions, Finance, Customer Support, and Deal Desk. You’ll Be Responsible For: Owning and executing on a large portfolio of renewal contracts in an assigned territory Managing the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM Ensuring all renewals occur on time Maintaining and updating our CRM with detailed and accurate information on status of customers and opportunities Identifying growth opportunities and providing insights to the business that improve future business outcomes Identifying potential risks and working with customers to resolve any satisfaction issues Collaborating with Customer Solutions, Customer Support, Finance, Legal, Deal Desk and Sales teams to ensure all customers are supported and contracts are processed accurately Developing and executing win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing customer trust Effectively managing a high volume of emails, calls, transactions, and various internal tasks Engaging with customers to identify renewal contract requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on‑time closure (OTRR: On Time Renewal Rate & Revenue Retention will be a KPI) Providing renewal opportunity management with complete visibility into customer health, renewal status, and customer engagement Providing renewal forecast of your territory, and communicating any renewal risk to internal resources and leadership to develop resolution strategies Following and adhering to best practices for all internal processes including Opportunity Management, Data Quality and Accuracy, Quotations and Forecasting Achieving financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up‑sells, cross‑sells and add‑ons, and maximizing customer value Collecting customer feedback, and presenting ideas internally for how to improve the customer experience leveraging technology and automations. You Might Be A Fit If You Have: 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 Strong 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 ability to apply strict policies Ability to build relationships and collaborate closely with teammates Ability to react and adapt to potential rapid shifts in priorities and organizational policies Constantly looking to learn and improve Nice to Have: Experience with an enterprise CRM or customer service application Experience with Gainsight is a significant plus Experience managing a high volume of customer accounts and transactions Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level Ability to manage transactions through every stage of the renewal cycle Experience in negotiating complex multi‑year services contracts On‑Target Earnings Pay Range £61,000 – £74,600 GBP #LI-Hybrid 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. #J-18808-Ljbffr