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Technical Customer Success Manager Gladia
Permanent
Paris
Fully-remote
50K to 60K € a year
> 5 years
5 years of study
You'll be part of
38 employees
Artificial Intelligence / Machine Learning
Founded in 2022
You'll be working on
As our B2B SaaS product matures and our product portfolio expands, we’re seeking a Founding Customer Success Manager to establish effective processes and manage an ever-growing volume of customer requests and feedback. Reporting to the Product Lead, you’ll play a pivotal role in ensuring our clients receive an exceptional experience from onboarding to ongoing support.
Role
Manage all technical issues encountered by customers, prospects, and community members. Provide solutions when possible, or escalate and coordinate with the tech team when needed to ensure timely resolution
Develop and implement Gladia’s onboarding and client satisfaction processes
Onboard new customers and prospects, ensuring their configurations are correct and optimized to achieve the best results with Gladia
Identify common challenges and potential pitfalls faced by users, and collaborate with the marketing team to produce helpful guides and tutorials
Monitor usage and behavior trends to drive adoption of new features that could benefit customers’ specific use cases
Serve as the customer advocate, representing their needs and insights to the product and marketing teams
We're looking for
Technical aptitude
Communication skills
Postman
Metabase
Slack
+4
You are tenacious and resilient - must have
You are a hacker mindset with a proactive, problem-solving drive, continuously seeking ways to optimize processes and improve customer experience - must have
2 to 5 years in customer success management within SaaS companies, with a track record of orchestrating and implementing effective processes and SLAs (Service Level Agreements) – must-have
Strong technical aptitude with the ability to quickly learn and understand APIs (Eg. Postman) and work confidently with code examples – must-have
Exceptional verbal and written communication skills, along with active listening abilities
Experience with ticketing (eg. intercom, linear) and communication tools (eg. slack)
Knowledge of status codes and curl commands, essential for troubleshooting and communicating technical issues effectively - nice to have
Monitoring of user’s usage: Grafana, Metabase, SQL
Demonstrable a clear sense of urgency in addressing customers’ needs, always keeping their value and satisfaction at the forefront
Fluency in English and French
What Gladia offers
Full remote policy with team gathering in Paris every 1.5 months or work from our amazing offices & rooftop in the heart of Paris for team gatherings (Sentier)
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 Blue for you & your family
Unlimited vacation policy
Benefits
How we hire
30-minute discovery interview with Fred, our Product Lead
At home case study
30-minute Culture interview with Juliette, HR Lead
30-minute discussion with Jean Louis, Founder and CEO
