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

• 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

• 30-minute discovery interview with Fred, our Product Lead

• At home case study

• 1-hour case study restitution with Fred and Sami

• 30-minute Culture interview with Juliette, HR Lead

• 30-minute discussion with Jean Louis, Founder and CEO