Gladia

Account Manager

• Manage a portfolio of strategic and enterprise accounts
• Ensure high customer satisfaction, retention, and long-term value
• Monitor usage and adoption to identify risks early and mitigate churn
• Conduct regular business reviews (QBRs) to highlight ROI and uncover growth opportunities
• Lead renewals and drive upsells within your accounts
• Partner with Sales to identify expansion opportunities and co-develop account strategies
• Build trusted relationships with decision-makers and business stakeholders (C-level, CTO, Directors of Engineering)
• Understand customers’ business goals and align them with Gladia’s product roadmap
• Serve as the main point of contact for all commercial topics (renewals, expansions, escalations)
• Act as the voice of the customer internally, providing structured feedback to Sales Leadership and Product
• Help design account management processes, playbooks, and metrics
• Contribute to defining our Customer Success & Account Management strategy as we scale
• Collaborate cross-functionally with Sales, Marketing, and Product to strengthen customer outcomes

Founding CSM / Account Manager