- Company Name
- Meilisearch
- Job Title
- Founding Customer Success & Experience Manager
- Job Description
-
Job Title: Founding Customer Success & Experience Manager
Role Summary
Lead the design and execution of customer success operations for an enterprise‑focused SaaS product. Own relationships with key accounts, translate customer feedback into actionable insights, run data‑driven analyses, and shape internal processes to drive retention, expansion, and product alignment.
Expectations
- Build a scalable, data‑driven CSX framework within the first 24 months.
- Act as the primary advocate for the largest customers across Product, Sales, Engineering, and Marketing.
- Deliver actionable metrics and reports that influence roadmap and business decisions.
- Transition into support team leadership after six months, managing two agents and one engineer.
- Maintain high ownership, prioritise autonomously, and thrive in a fast‑moving, ambiguous environment.
Key Responsibilities
- Develop and nurture strategic relationships with top enterprise customers.
- Analyse usage, billing, and engagement data (SQL, AI tools, product telemetry, CRM, billing systems) to identify churn risks and expansion opportunities.
- Own end‑to‑end onboarding, renewal, and expansion processes, ensuring clear communication rhythms and escalation paths.
- Partner with Sales and Solutions Engineering to align account plans and avoid role overlaps.
- Collaborate with Product and Engineering to surface customer‑derived priorities into the roadmap.
- Produce clear, concise reports and presentations that inform cross‑functional teams.
- After 6 months, lead and optimise support operations, developing workflows and coaching the support team.
- Contribute to the evolving CSX organisational structure and role definitions over 12–18 months.
Required Skills
- Strong analytical mindset: hypothesis creation, data validation, and actionable insight delivery.
- Experience with SQL and/or AI/LLM analysis tools; comfortable writing and executing queries.
- Proficiency with modern SaaS tools (CRM, billing, analytics); quick learner, minimal tooling friction.
- Excellent written and spoken English; French is a plus.
- Empathy for customers, with a focus on understanding business and technical challenges.
- Self‑directed, tool‑ and impact‑driven, able to prioritise amid ambiguity.
Required Education & Certifications
- Bachelor’s degree in Business, Computer Science, Data Analytics, or related field.
- Relevant certifications in data analysis, SQL, or customer success fundamentals preferred but not mandatory.