Why This Job is Featured on The SaaS Jobs
Glia sits in a growing corner of SaaS where AI is deployed as an operating layer inside regulated environments. A Customer Success role focused on banking AI adoption signals work at the intersection of product capability, risk-sensitive workflows, and measurable operational outcomes, rather than feature-led enablement. The remit also reflects an enterprise SaaS reality: multiple stakeholders, systems-of-record integrations, and adoption patterns that depend on trust and governance.
For a SaaS career, this kind of seat builds durable strengths in value realization and executive communication. Ownership of KPI narratives, EBRs, and retention outcomes develops the ability to translate product usage into business cases that stand up at senior levels. The emphasis on change management and training also provides transferable experience for scaling post-onboarding motions, especially in platforms where automation alters frontline processes.
This role fits professionals who prefer consultative account ownership and are comfortable balancing analytics with relationship depth. It will suit someone who enjoys becoming product-fluent enough to influence internal teams with structured customer feedback, while staying close to real-world adoption constraints. An interest in how AI tools reshape service and operations in financial institutions will align well with the day-to-day work.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
The Role
We are seeking a high-impact, strategic individual to join us as a Banking AI Advisor (Customer Success). In this role, you will lead the core customer success motion, acting as a trusted partner to guide our clients through the purposeful adoption and expansion of our AI-powered platform. If you are a CSM with an appetite for transforming how financial institutions operate, possess a deep curiosity for AI, and know how to drive true technology adoption, this role is for you.
What you'll do
Strategic Motion: Provide strategic direction to clients on how to best drive value, optimize continuous adoption, and scale with our AI platform post-onboarding. You will act as an AI strategist, helping banks map out how digital assistants and automation can safely optimize their operations.
Value Realization & ROI Reporting: Own the analytical narrative for your accounts. Create comprehensive reports and presentations showcasing KPI improvements (such as cost-to-serve, customer satisfaction, and revenue growth) and tangible business value realized by our customers.
Retention & Growth Ownership: 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, moving beyond basic activity metrics to prove deep operational ROI.
Stakeholder Navigation & Change Management: Build deep, consultative relationships across complex client organizations. You will navigate cross-functional structures (including digital, IT, operations, and executive teams) to drive change management and seamless software adoption. You will help clients navigate the cultural shift of moving from traditional support models to an AI-first approach.
Product Fluency & Internal Advocacy: 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.
Training & Enablement: Develop and execute comprehensive training initiatives to empower client frontline teams, ensuring they can seamlessly collaborate with an AI workforce as their platform footprint expands.
Requirements
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.
Fintech Experience Preferred: Prior experience working within a Fintech SaaS environment is highly desirable.
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.
AI Literacy: High proficiency with modern AI tools (e.g., ChatGPT, Claude, or advanced CRM/sales intelligence tools) and a strong understanding of how AI applies to business workflows.
Education: Bachelor’s degree required.
Travel: 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.
The Glia Talent Acquisition team uses @glia.com and @gliatalent.com email addresses 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 talent@glia.com
