Senior Customer Success Manager

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.

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

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 please apply through our careers portal.