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 domain expert to serve as a high-impact Banking AI Advisor and strategic partner for our clients. In this role, you will leverage your deep business experience to help financial institutions maximize the value of our AI-powered platform.

This is the next phase of the CSM evolution. You will act as a consultative partner, guiding clients through a purposeful journey of Banking AI built for community impact. Your goal is to empower our clients' frontline teams to strengthen human relationships and drive revenue, while our AI workforce handles the rest.

This role is ideal for a professional looking to transition from a business or product management role within a Financial Institution, or from a FinTech SaaS environment, who is ready to lead high-level strategic transformations.

What you'll do

• Strategic AI Advisory: Act as a trusted advisor to client leadership, guiding them on how to transition toward an AI-augmented workforce and drive value with our platform. You’ll leverage your firsthand knowledge of financial institution business processes to ensure AI is deployed with purpose and impact.

• Product Fluency & Business Alignment: Maintain deep proficiency in the platform to effectively translate technical capabilities into high-level business objectives. You will leverage your product expertise to ensure the platform is strategically aligned with the client’s goals, using performance data and analytics to guide continuous optimization.

• Stakeholder Navigation & Change Management: Build deep, consultative relationships across complex internal structures, including Digital Banking, Contact Center, IT, Compliance, Lending, and Executive teams. You will lead client-side change management to ensure the seamless adoption and governance of an AI-first approach.

• Retention & Growth Ownership: Drive the long-term health of the partnership by owning key retention and growth metrics. You will lead Executive Business Reviews that move beyond basic activity to demonstrate clear ROI and measurable improvements in core banking KPIs, such as cost-to-serve, member satisfaction, and revenue growth.

• Internal Advocacy: Champion the voice of the bank and credit union internally. You will provide strategic insights to our Product and Sales teams to ensure our roadmap continues to solve the most pressing challenges in the banking vertical.

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, or a FinTech SaaS environment.

• 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 pr