Customer Success Manager, Banking

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 domain expert to serve as the strategic partner for our banking and credit union clients. In this high-impact Customer Success role, you will leverage your deep operational and business experience to help financial institution customers on their banking strategy and maximizing the value of our AI-powered platform. This role is ideal for a professional looking to transition from an operational or product management role within an FI to a consultative B2B SaaS environment.

What you'll do

• Strategic Advisory: Act as a trusted advisor to client leadership, guiding them on how to best drive value with our platform, leveraging your firsthand knowledge of Financial Institutions  business processes and challenges.
• Operational Translation: Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs.
• Stakeholder Navigation: Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams.
• Customer Journey Management: Oversee the successful adoption, governance, and ongoing optimization of the Glia platform.
• Value Realization: Develop and lead Executive Business Reviews that clearly demonstrate ROI and measurable improvements in core banking KPIs (e.g., cost-to-serve, customer and member  satisfaction, time-to-resolution).
• Internal Advocacy: Champion the voice of the bank/credit union customer internally, providing strategic insights to our Product and Sales teams to inform our roadmap.
• Change Management: Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution.

Requirements

• 4+ years of professional experience working within a Bank or Credit Union, ideally in a role focused on Operations, Digital Channels, Member Experience, or Product/Project Management.
• Deep, firsthand knowledge of financial institution operational and regulatory challenges, particularly within member service and support functions (e.g., Contact Center, Branch Operations, Lending Administration).
• Demonstrated experience in project management or overseeing the implementation and optimization of technology solutions within a financial institution, ideally acting as a technology owner or vendor manager for crucial technology.
• Proven ability to collaborate cross-functionally with various internal business units (Lending, Branch Operations, IT, Compliance) to drive large-scale projects.
• Familiarity with digital banking platforms or contact center software (AI, chatbots, omnichannel solutions) is highly desirable.
• Track record of problem-solving and finding practical solutions for business challenges within your organization.
• Bachelor's degree required
• MBA preferred
• 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.

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