In response to an ever-growing volume of customer requests and feedback, Gladia is looking for a reactive and experienced Customer Success Manager.

What the job involves:

• Manage all technical issues encountered by customers, prospects and members of our community. Provide solutions when possible or escalate and follow up when not

• Onboard new customers and prospects, ensuring they are using a correct and optimised configuration to achieve the best results with Gladia

• Identify common challenges and potential pitfalls and collaborate with marketing to produce guides and tutorials.

• Track usage and behaviour and drive adoption of new features which may benefit customers in their use case

• Advocate the customers and their needs to the product and marketing teams.

• 5+ years experience in customer success management, sales engineering, field application engineering or support roles in SaaS companies

• Extensive strong technical skills - ability to learn and understand APIs and work with code examples - This is a must-have

• Knowledge of status codes and curl

• Monitoring of user’s usage: Metabase, SQL

• Experience with ticketing tools (intercom, linear)

• Excellent verbal and written communication skills, extraordinary listening skills

• Demonstrable empathy with customers with a clear understanding of the value and a strong sense of urgency when servicing customers’ needs

• Fluency in English

Looking for someone

• Proactive, reactive, agile, autonomous, tenacious and pragmatic

• You thrive in a fast-paced, dynamic environment, adapt quickly to changing priorities and are ready to roll up your sleeves and do the job

• You solve problems in a collaborative way

• You have a “Do It Yourself” mentality and are willing to roll up your sleeves to address problems

• Your choice of how you want to split your week between our beautiful Paris office, vs remote. But you must be willing to have periodic trips to meet the team

• 60-minute conversation with Thibaut, our Chief of Staff

• A case study to take away

• 60-minute debrief with Sami, our Tech lead

• A 30-minute conversation with Jean Louis (CEO)

What Gladia offers

• Amazing office in the heart of Paris (75002)

• Lunch vouchers (approx. 200€/month)

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

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

• A health insurance (100% coverage) and a pension contract with Alan