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 highly analytical and tech-savvy professional to serve as a Scaled Customer Success Manager. 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, program management, or digital marketing role.
- 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 be in office 5x/week
- 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 and @gliatalent.com, mailboxes 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]
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What We Do
Glia enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and CoBrowsing to increase online conversions and improve customer support.
