Senior Customer Success Manager

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. 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 Mon…