Emir Belkahia

Strategic Customer Success Manager
Business Acumen · AI Depth · Value Realization

Summary

Strategic CSM with 13+ years in enterprise B2B. I combine business acumen with hands-on AI expertise to help customers realize measurable value — and I build the tools to accelerate it.

  • 15 consecutive quarters GRR >100% — Presidents Club 2023 & 2024
  • Bridges customer business goals and technical capabilities
  • 40+ tools built with AI — from client-facing outcomes to internal CS tooling

Professional Experience

Staff Customer Success Manager

Algolia – Apr 2025 to Present

Paris, France

  • Managed a ~$6M ARR portfolio of 10–12 Strategic accounts, including 2 accounts >$1M ARR spanning 50+ countries and 10+ internal teams.
  • Enabled +5 to +15% conversion rate uplift and up to 10x ROI for e-commerce clients via success plans, adoption playbooks, and hands-on search optimization.
  • Led solution architecture workshops with enterprise clients and executive sponsors to scope AI and search integrations.
  • Built AI-powered tools including RAG pipelines, real-time voice AI workflows, and LLM agents to compound team efficiency.
  • Coached peers on account strategy, codified best practices into team-wide playbooks, and served as interim CS manager (Jan 2026).
  • Delivered talks at Tech for Retail (Paris) and co-hosted partner webinars on agentic AI and agent protocols (MCP, UCP).

Senior Customer Success Manager

Algolia – Apr 2021 to Apr 2025

Paris, France

  • Managed a ~$3M ARR portfolio of 30–40 Enterprise accounts across e-commerce B2C and B2B verticals, operating across high-touch and scaled engagement tiers.
  • Awarded Algolia Presidents Club 2023 and 2024, the top company recognition for revenue retention and customer growth.
  • Delivered structured Business Reviews with data-driven insights, drove renewals in uncertain contexts, and created onboarding guides adopted team-wide.
  • Delivered onsite and remote enablement sessions and change management programs for enterprise clients in high-complexity industries.

Technical Account Manager

Kurmi Software – Dec 2016 to Apr 2021

Boulogne-Billancourt, France

  • Owned end-to-end technical relationship for enterprise telecom clients: pre-sales scoping through delivery, adoption, and expansion.
  • Led technical discovery calls, product demos, and POCs, translating customer needs into technical requirements.
  • Collaborated with Sales to close deals by addressing technical objections and architecting tailored solutions.

Consultant – Digital Transformation

Wavestone – Sep 2012 to Nov 2016

Paris, France

  • Led an 18-month enterprise telephony renewal at a major French investment bank: managed two parallel RFPs from requirements gathering through vendor selection to full production rollout.
  • Led additional digital transformation programs: system architecture, process design, and operational alignment.

Selected Projects

Gainsight AI Overlay — Voice brain dump → LLM analysis → automatic CRM field population with confidence scoring. Chrome Extension bridge on Gainsight. (Next.js, OpenAI API, Chrome Extension MV3)
Real-Time Voice Agent — Full STT → LLM → TTS pipeline using Pipecat: GPT-4o streaming, sentence aggregation, WebSocket output. (Python, Pipecat, FastAPI)
RAG Pipeline — Google Drive trigger → Embeddings API → Pinecone vector store → RAG chat agent. (n8n, OpenAI API, Pinecone)
LLM Business Review Agent — Telegram voice note → Whisper STT → PII guardrails → LLM structured JSON → Google Slides. (n8n, OpenAI API)

40+ projects shipped. Code on GitHub, writing on Medium.

Personal Interests

  • Reading: Strategic non-fiction (e.g. Cialdini, Covey, 7 Pillars of Customer Success, The Trusted Advisor)
  • Video: GoPro & drone storytelling and editing
  • Discipline: Long-distance runner mindset, focused on consistency and endurance
  • Gaming: Automation & narrative-driven titles (Factorio, The Last of Us)