Banking AI Advisor (Customer Success)
About Glia Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations. Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction. The Role We are seeking a high-impact, strategic individual to join us as a Banking AI Advisor (Customer Success). In this role, you will lead the core customer success motion, acting as a trusted partner to guide our clients through the purposeful adoption and expansion of our AI-powered platform. If you are a CSM with an appetite for transforming how financial institutions operate, possess a deep curiosity for AI, and know how to drive true technology adoption, this role is for you. What you'll do Strategic Motion: Provide strategic direction to clients on how to best drive value, optimize continuous adoption, and scale with our AI platform post-onboarding. You will act as an AI strategist, helping banks map out how digital assistants and automation can safely optimize their operations. Value Realization & ROI Reporting: Own the analytical narrative for your accounts. Create comprehensive reports and presentations showcasing KPI improvements (such as cost-to-serve, customer satisfaction, and revenue growth) and tangible business value realized by our customers. Retention & Growth Ownership: Drive the long-term health, retention, and net revenue retention (NRR) of your book of business. Lead high-impact Executive Business Reviews (EBRs) with stakeholders at all seniority levels, moving beyond basic activity metrics to prove deep operational ROI. Stakeholder Navigation & Change Management: Build deep, consultative relationships across complex client organizations. You will navigate cross-functional structures (including digital, IT, operations, and executive teams) to drive change management and seamless software adoption. You will help clients navigate the cultural shift of moving from traditional support models to an AI-first approach. Product Fluency & Internal Advocacy: Maintain deep proficiency in our platform to effectively translate technical AI capabilities into high-level business objectives. Champion the voice of the customer internally, providing structured product insights and strategic feedback to Product and Sales teams. Training & Enablement: Develop and execute comprehensive training initiatives to empower client frontline teams, ensuring they can seamlessly collaborate with an AI workforce as their platform footprint expands. Requirements 4+ years of professional experience in Customer Success, Consulting, Account Management, or a similar strategic client-facing role. Proven SaaS Expertise: Demonstrated experience managing complex, high-touch clients and navigating multi-layered business platforms. Fintech Experience Preferred: Prior experience working within a Fintech SaaS environment is highly desirable. Financial Services Appetite: A strong interest, appetite, or curiosity for working with banks and credit unions to help them modernize their operations and customer experiences. Relationship Management Mastery: A track record of driving cross-functional software adoption and building deep alignment with executive stakeholders. Data-Driven Communication: Excellent ability to leverage performance data and analytics to build compelling value business cases for executive leadership. High AI Appetite & Proactive Adoption: A genuine enthusiast for AI technology. You actively use AI tools (like Gemini, ChatGPT, Claude, or specialized productivity tools) to optimize your own workflows. Education: Bachelor’s degree required. Travel: Must be willing to travel 30% of the time. Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. The Glia Talent Acquisition team uses @glia.com and @gliatalent.com email addresses for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]