Technical Onboarding & Engagement Manager

Remote from: Australia
Salary, yearly, AUD: 117,500 - 147,500
Department: Customer Success
Employment type: Full Time,
Job posted: 5 Jun 2026
Apply before: 5 Jul 2026
Experience level: Midweight
Views / Applies: 3939 / 941

Relevant, scalable, and Blazing-fast search and discovery experiences

Computer Software
2012

AI Summary

This role is for a Technical Onboarding & Engagement Manager at Algolia, a leader in AI Search. You will own end-to-end customer implementations, leading engagements from mobilization to production launch. This involves partnering with sales, solution architects, and engineering to ensure smooth onboarding, manage risks, and drive project governance. The ideal candidate has 5+ years of technical engagement management experience in SaaS and strong knowledge of AI/search technologies. The position offers a competitive salary in AUD and requires exceptional customer-facing and leadership skills.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing multiple complex customer implementations simultaneously with rigorous risk management and stakeholder leadership, indicating a high difficulty level, but not the highest as it involves structured processes.

Salary Analysis

AI Insight The offered salary range of AU$117,500 to AU$147,500 is competitive for a Technical Onboarding & Engagement Manager in the Australian market, aligning with typical mid-to-senior level compensation in SaaS. The median of $132,500 reflects the role's complexity and required experience.

Key Skills

AI Search Technical Onboarding Engagement Management Customer Implementation Project Management Risk Management Stakeholder Leadership Professional Services Agile Methodologies Customer Success

Cover Letter Sample

I am writing to express my strong interest in the Technical Onboarding & Engagement Manager position at Algolia. With over 5 years of experience in technical engagement management within SaaS environments, I have successfully led complex customer implementations from inception to launch, ensuring on-time delivery and measurable impact.

My expertise in AI and search technologies, combined with proven project management methodologies, allows me to translate business requirements into structured plans that drive customer value. At my previous role, I managed a portfolio of onboarding projects, mitigated risks proactively, and consistently exceeded customer satisfaction targets.

I am particularly drawn to Algolia's market leadership in AI Search and its commitment to customer success. I am eager to bring my operational rigor and stakeholder management skills to drive scalable onboarding processes and contribute to the growth of the Engagement Management Practice.

Thank you for considering my application. I look forward to the opportunity to discuss how my background aligns with Algolia's needs.

Possible Interview Questions

Can you describe a time you managed a complex customer onboarding with multiple stakeholders?

In my previous role, I led the onboarding of a large retail client integrating an AI search solution. I coordinated with their IT, marketing, and product teams, while aligning our internal engineering and consulting teams. I established clear milestones, held weekly governance calls, and mitigated a critical data integration risk by escalating early, resulting in a successful launch on schedule.

How do you prioritize and manage multiple concurrent customer implementations?

I use a combination of project management tools and Agile methodologies. I assess each engagement's complexity, deadlines, and resource needs, then create a prioritization matrix. I hold daily stand-ups with my team to track progress and blockers, and I regularly communicate with customers to manage expectations. This allows me to balance workload and ensure no project falls behind.

Describe a situation where you had to handle a difficult customer during an onboarding. What did you do?

I had a customer who was unhappy with the pace of implementation due to internal resource constraints. I arranged a meeting to understand their concerns, adjusted the project plan to include additional training sessions, and offered flexible timelines. I also provided weekly progress reports. This rebuilt trust and the project was completed successfully, with the customer later providing a positive testimonial.

How do you ensure a smooth transition from onboarding to post-launch support?

I create a detailed handoff document covering technical configurations, known issues, and customer preferences. I schedule joint meetings between the onboarding team and the Customer Success Manager (CSM) to walk through the documentation. I also stay available for the first two weeks post-launch to answer any questions, ensuring the customer feels supported during the transition.

What project management methodologies have you used, and which do you prefer for customer onboarding?

I have experience with Waterfall, Scrum, and Kanban. For onboarding, I prefer a hybrid approach: using Scrum for internal development sprints and Waterfall for overall project phases like planning, build, testing, and launch. This combines flexibility with structured milestones, which is effective for managing customer expectations and internal delivery.

At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined.

In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens.

Algolia’s Engagement Management Practice is a core driver of our strategic Onboarding Program, partnering with technical and business stakeholders to deliver structured professional services that bring customers live efficiently and with measurable impact.

As a Technical Onboarding & Engagement Manager, you will be accountable for the end-to-end ownership of multiple concurrent, complex customer implementations, leading engagements from mobilization through production launch with disciplined execution and strong command of Algolia’s product suite and post-sale offerings.

This role requires exceptional customer-facing presence, operational rigor, decisive stakeholder leadership, and proactive risk management. You will be expected to establish clarity in scope, uphold delivery standards, and consistently meet defined timelines and success criteria to ensure customers achieve durable, long-term value from their investment in Algolia.

Your Role Will Consist of:

Partnering with Account Executives and Solution Engineers to ensure a structured and efficient pre-to-post sales handoff, validating scope, success criteria, resource allocation and implementation readiness.
Defining AI Search requirements and detailed project plans in collaboration with Professional Services teams.
Owning technical engagement management across a portfolio of onboarding services, serving as the primary point of contact, while leading day-to-day execution and high performing culture alongside Solutions Architects, Business Consultants, and Engineering.
Partnering with Global System Integrators (GSI) on product, service and delivery strategies.
Driving project governance and accountability, managing milestones, dependencies, deliverables, hours/budget, and quality expectations.
Providing clear, structured communication on project health, progress, risks, and strategic recommendations to customer, internal stakeholders and executives.
Proactively identifying and mitigating risks, removing blockers, and executing contingency plans to protect timelines and outcomes.
Acting as the voice of the customer when product gaps are identified, raising awareness as needed.
Recognizing opportunities for upselling of professional services due to Onboarding extension requirements, customer engagement structure requirements and project velocity that would not be met by the post go live Foundation support model.
Leading structured post-go-live transitions to the Customer Success Manager and Technical Account Owner, ensuring effective knowledge transfer, clear ownership, and sustained customer confidence post-launch.
Contributing to the scalability of the Engagement Management Practice by identifying opportunities to automate and optimize onboarding processes, tools, and playbooks.

You Might Be A Fit If You Have:

4+ years working knowledge of search, data, and AI technologies, with the ability to translate business requirements into structured implementation plans
5+ years of customer-facing Technical Engagement Management experience in an agency or SaaS environment, working closely with Solutions Architects or Engineering across engagements throughout the IT project lifecycle.
Experience applying project management methodologies such as Waterfall, Scrum, Kanban, or hybrid models to deliver successful outcomes
Demonstrated ability to operate effectively in a fast-paced, dynamic environment with strong organizational discipline and attention to detail.

Nice To Have:

Project Management or Agile Certification (PMP, SAFe, Six Sigma)
Technical degree in computer science, engineering, or related quantitative field
Understanding and use of project management systems which may include Smartsheet, MS Office, Jira | Atlassian, Google Suite, Salesforce, Thoughtspot, Asana, Gainsight and Toggl
Working knowledge of SQL

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.

The annual base salary compensation range for this role reflects market pay data within this location. The exact compensation offered for this role may vary depending on specific location and job-related knowledge, technical skills, and experience; and is only one part of our Total Rewards philosophy to compensate and recognize employees for their work.

Base Salary Pay Range

$117,500—$147,500 AUD

FLEXIBLE WORKPLACE STRATEGY:

Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when.

We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as “Remote” are only available for remote work within the specified country. Positions listed within a specific city are only available in that location – depending on the role it may be available with either a hybrid-remote or in-office schedule.

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.

We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background.

IMPORTANT NOTICE FOR CANDIDATES – Recruitment Fraud Notice

We’ve recently seen an increase in recruitment scams targeting job seekers. To help protect yourself, please keep the following in mind:

Our open positions may appear on third-party job boards, but the best way to apply safely is directly through our careers page.
All genuine communication from Algolia will come from an @algolia.com email address. If you receive an email from someone claiming to work at Algolia who does not have an @algolia.com email address, please do not respond or share any personal information.
We’ll never ask for payments, purchases, or financial details during the hiring process.

READY TO APPLY?

If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!

Apply now >