The Role

We are seeking a domain expert to serve as the strategic partner for our banking and credit union clients. In this high-impact Customer Success role, you will leverage your deep operational and business experience to help financial institution customers on their banking strategy and maximizing the value of our AI-powered platform. This role is ideal for a professional looking to transition from an operational or product management role within an FI to a consultative B2B SaaS environment.

What you'll do

• Strategic Advisory: Act as a trusted advisor to client leadership, guiding them on how to best drive value with our platform, leveraging your firsthand knowledge of Financial Institutions  business processes and challenges.
• Operational Translation: Translate Glia's platform capabilities into tangible improvements for customer experience and Contact Center Operations, speaking the language of credit union KPIs.
• Stakeholder Navigation: Navigate complex internal client structures to establish deep relationships with key stakeholders across Member Experience, Digital Banking, IT, Compliance, and Lending teams.
• Customer Journey Management: Oversee the successful adoption, governance, and ongoing optimization of the Glia platform.
• Value Realization: Develop and lead Executive Business Reviews that clearly demonstrate ROI and measurable improvements in core banking KPIs (e.g., cost-to-serve, customer and member  satisfaction, time-to-resolution).
• Internal Advocacy: Champion the voice of the bank/credit union customer internally, providing strategic insights to our Product and Sales teams to inform our roadmap.
• Change Management: Lead client-side change management and adoption initiatives, based on your understanding of staff training and operational readiness within a financial institution.

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.
• 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 practical solutions for business challenges within your organization.
• Bachelor’s degree required
• MBA preferred
• Must be willing to travel 30% of the time.