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