Customer Success Advisor

About Glia

Glia is the #1 Banking AI platform, empowering community and regional financial institutions to create efficiencies, accelerate loan growth, drive deposits, and deliver experiences that win against megabanks and fintechs.

Glia's Banking AI Operating System is a central intelligence layer on top of existing tech stacks, activating an AI workforce of specialized agents that draw from banking data, interaction history, and integrated systems of record. These banking-trained agents automate workflows across voice and digital–from front office to back office–resulting in decreased operational costs and the Universal Banker model.

Trusted by 700+ banks and credit unions for its ironclad security and reliability, Glia delivers the industry’s first contractual no-hallucination guarantee. It’s why Glia customers quickly and confidently put Banking AI to work with measurable results from day one.More information about Glia can be found at glia.com http://glia.com.

The Role

We are seeking a highly analytical and tech-savvy professional to serve as a Customer Success Advisor within our Scaled Customer Success org. This role is central to managing a high volume of customers through data-driven, tech-enabled programs and automation, rather than traditional one-on-one management. You will be responsible for creating, building, and optimizing automated customer journeys and scalable digital engagement strategies to maximize product adoption and drive measurable value.

What you'll do

• Automate Customer Engagement: Own the digital customer engagement strategy, building automated programs for critical customer lifecycle stages, including onboarding, training, and support.
• Develop Scalable Programs: Design, execute, and iterate on programs that support a broad customer base with timely and relevant resources.
• Leverage Digital and Video Touchpoints: Create and manage one-to-many resources such as in-app assistance, targeted email campaigns, custom training webinars, and video content to reach a broad audience and drive adoption. The focus will be on these digital touchpoints rather than traditional Executive Business Reviews (EBRs).
• Measure and Optimize: Utilize customer success platforms, CRM, and analytics tools to track customer health, measure the impact of scaled outreach, and identify trends to inform program development.
• Internal Advocacy: Champion the voice of the scaled customer internally, providing data-driven insights to our Product and Sales teams to inform the roadmap.
• Contribute to Vision: Identify and implement efficiency initiatives to continuously optimize the overall scaled customer experience and contribute to the company's Customer Success vision.

Requirements

• 4+ years of professional experience, ideally in a customer success, account management, program management, or similar.
• Deep proficiency in a Customer Success (CS) platform (e.g., Gainsight, ChurnZero) or strong experience in Marketing automation tools (e.g., HubSpot, Marketo) is required.
• Proven experience in creating, launching, and iterating on programs that effectively drive customer success outcomes (e.g., adoption, retention).
• Ability to use data and analytics to prioritize initiatives, identify trends, and inform all program development.
• Exceptional writing and verbal skills, with the ability to distill complex information into clear, actionable insights for mass digital communication.
• Ability to work in a fast-paced environment and context-switch between projects.
• Bilingual or fluent English required
• Bachelor’s degree required.
• Must be willing to travel up to 10% of the time to the US for team meetings or strategic projects.
• Nice to Have: Previous professional experience working within or supporting a Bank or Credit Union, particularly in a role focused on operations, digital channels, or member experience

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 http://glia.com and @ darina.danchenko@gliatalent.comgliatalent.com http://gliatalent.com email addresses for coordinating interviews, providing updates, and sending documents.

Our hiring process involves an introduction, practical and team interviews