Senior Customer Success Manager

Gladia; Paris; Hybrid; EUR 50,000 - 75,000; Full time

Benefits offered by this job

Hybrid work in Paris

Lunch vouchers

Sports allowance

Workstation adaptation allowance

Health insurance & pension

Flexible vacation policy

Job summary

Gladia, Paris-based API-first audio AI company, is seeking a Senior Customer Success Manager to own relationships with strategic customers from onboarding to long-term value. You’ll be the main point of contact for our customers’ technical and product teams, helping them understand, adopt, and scale with our API.

The role is hands-on and cross-functional: you’ll work with Sales, Support, Product, and Engineering to drive customer outcomes. Fluent English is required; French is a plus.

Qualifications

• 4–7+ years in Customer Success or Technical Account Management.
• Experience with an API-first or developer-facing product.
• Obsessed with customer satisfaction and retention: you spot risks before they happen and build long-term trust.
• Managed a portfolio of strategic or enterprise customers and driven measurable value.
• Excellent communicator—talks to developers, product managers, and executives.
• Organized, autonomous, and process-driven.

Responsibilities

• Build a Customer Success structure that works: be the day-to-day contact and establish CS playbooks, onboarding flows, tooling, and metrics.
• Own the customer lifecycle: lead end-to-end onboarding, training, integration, and early activation; conduct QBRs; monitor usage and drive adoption.
• Catch churn early: surface early signs of churn and act quickly to keep customers healthy and satisfied.
• Be the customer’s ears inside Gladia: collect customer feedback and communicate roadmap to Product; become a trusted advisor to technical stakeholders.

Skills

Customer success

Technical account management

API-first product

Excellent communicator

Organized & process-driven

Fluent English

French a plus

Job description

About Gladia

Gladia builds the audio AI infrastructure behind the new generation of voice products. Our mission is to give every voice platform true conversational intelligence — the audio infrastructure that understands every conversation, turning voice into the world’s most valuable data layer.

Our API turns real-world conversational audio into accurate, structured, real-time output — powered by our proprietary Solaria ASR , across 100+ languages, with industry-leading latency.

Hundreds of companies build their voice products on Gladia — from meeting assistants and voice agents to sales-enablement and contact-center platforms.

We started in Paris, our growth is developer-led and heavily US-driven (and we’re going after the US market hard).

Headquartered in vibrant tech hubs like Paris and New York City, Gladia has been by OVH Groupe — Europe’s leading cloud provider — and now operates as a fully autonomous brand and company within the Group.

We’re guided by four values :

• Honest — Say the real thing, kindly.

• Smart — Work smart, ship fast.

• Builders — Own your scope, build to last.

• Caring — Support people, take pride in the craft.

The role

We’re looking for a Senior Customer Success Manager to own the relationship with our most strategic customers and make sure they succeed at every step — from onboarding and integration to adoption and long‑term value.

You’ll be the main point of contact for our customers’ technical and product teams, helping them understand, adopt, and scale with our API. The role is hands‑on and cross‑functional: you’ll work closely with Sales, Support, Product, and Engineering to drive customer outcomes.

We’re an API‑first company, so we’re looking for someone who thrives in a technical environment and is obsessed with customer value, satisfaction, and retention.

What you’ll do

Build a Customer Success structure that works

• Be our customers’ day‑to‑day point of contact and give them the support they need, when they need it

• Set up and improve our CS playbooks, onboarding flows, tooling, and metrics

Own the customer lifecycle

• Lead end‑to‑end onboarding for new accounts: setup, training, integration, and early activation

• Run regular check‑ins with your customers, plus business reviews (QBRs) to show the value they get from Gladia

• Monitor usage and proactively support customers to drive adoption and remove friction

Catch churn early

• Build a system that surfaces early signs of churn (usage drops, health scores, support signals)

• Act on those signals quickly to keep customers healthy and satisfied

• Understand each customer’s goals and help them reach them faster with Gladia

Be the customer’s ears inside Gladia

• Collect customer needs and feedback, and bring them to Product in a structured way to shape the roadmap

• Know our roadmap well and dig into it to give customers clear answers on what’s coming

• Become a trusted advisor to technical stakeholders, product leads, and executives

Who you are

• 4–7+ years in Customer Success or Technical Account Management

• Previous experience with an API‑first or developer‑facing product

• Obsessed with customer satisfaction and retention: you spot risks before they happen, make sure customers get maximum value from the product, and build long‑term, trust‑based relationships

• You’ve managed a portfolio of strategic or enterprise customers and driven measurable value for them

• Excellent communicator — you know how to talk to developers, product managers, and executives

• Organized, autonomous, and process‑driven — you’re always two steps ahead

• Fluent English; French is a plus

What Gladia offers

• The compensation offered is based on seniority and experience, and would typically range from €50K to €75K base salary

• Hybrid work from our offices in the heart of Paris (no compulsory office days)

• Lunch vouchers (approx. 200€/month)

• An allowance of 360€/year for your sports activities

• An allowance of 300€ for the adaptation of your workstation

• Health insurance (100% coverage) and a pension contract for you & your family

• Flexible vacation policy

We treat all candidates equally - if you’re interested please apply through our careers portal.