Senior Customer Success Manager - SMB & Mid-Market

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

Benefits offered by this job

Lunch vouchers 200€/mo

Health insurance

Pension for you & family

Sports allowance 360€/year

Workstation adaptation allowance 300€

Hybrid work from Paris offices

Job summary

Gladia in Paris is seeking a Senior Customer Success Manager to own relationships with our most strategic customers, from onboarding to long-term value.

You will be the main touchpoint for customers' technical and product teams, working cross-functionally with Sales, Support, Product, and Engineering to drive adoption and retention, while leveraging AI to scale CS processes.

Qualifications

• 4-7+ years in Customer Success or Technical Account Management.
• Experience with an API-first or developer-facing product.
• Excellent communicator—talks to developers, product managers, and executives.
• Proven ability to manage a portfolio of strategic or enterprise customers.
• Fluent in English and French.

Responsibilities

• Own onboarding and end-to-end onboarding for strategic accounts, ensuring early activation.
• Run regular check-ins and QBRs to demonstrate value and usage.
• Monitor usage, drive adoption, and proactively remove friction to reduce churn.
• Collaborate with Sales, Support, Product, and Engineering to shape customer outcomes.
• Use AI to automate CS workflows and improve response quality.

Skills

Customer success

API experience

Excellent communicator

English & French

Enterprise accounts

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 acquired 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. As an AI company, we also expect you to use AI every day to work smarter and serve customers better.

This role is Paris-based.

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

USE AI TO SCALE CUSTOMER SUCCESS

• Use AI tools to automate repetitive work and improve CS workflows (account research, meeting prep and notes, QBR preparation, reporting)
• Use AI to improve the service we give customers: faster and more accurate answers, better self-serve resources, and earlier detection of churn signals

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
• A daily, hands-on AI user: you’ve already used AI tools to make your work or your customers’ experience better
• Fluent in English and French

WHAT GLADIA OFFERS

• The compensation offered is based on seniority and experience, and would typically range from 50K to 75K Base Salary+ 15% variable
• 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

Please submit your application in English. It's our company language so you'll be speaking lots of it if you join.

We treat all candidates equally - if you're interested