Note: The job is a remote job and is open to candidates in USA. Glia is the leading AI customer service solution for banks and credit unions, unifying AI and human agents to enhance service operations. The Banking AI Advisor (Customer Success) will lead customer success initiatives, guiding clients in adopting and expanding their use of the AI-powered platform while ensuring long-term retention and value realization.
Responsibilities
- Provide strategic direction to clients on how to best drive value, optimize continuous adoption, and scale with our AI platform post-onboarding
- Own the analytical narrative for your accounts
- Create comprehensive reports and presentations showcasing KPI improvements and tangible business value realized by our customers
- 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
- Build deep, consultative relationships across complex client organizations
- Navigate cross-functional structures to drive change management and seamless software adoption
- 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
- Develop and execute comprehensive training initiatives to empower client frontline teams
Skills
- 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
- 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
- Fintech Experience Preferred: Prior experience working within a Fintech SaaS environment is highly desirable
Company Overview
Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers. It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.glia.com.