Glia

Serve as a strategic partner to banking clients to maximize value from AI-powered platform through advisory, operational translation, stakeholder management, and change leadership. | 4+ years in banking operations or product/project management with deep knowledge of financial institution challenges, project oversight experience, cross-functional collaboration, and a bachelor's degree (MBA preferred). | 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 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 maximize 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. *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 talent@glia.com *Want to know more about working at Glia? Check our Glia's Career FAQs

Collaborate with clients to design, validate, and deploy technical solutions that improve customer engagement and operational efficiency. | 5+ years client-facing development experience with solution architecture, proficiency in front-end and back-end technologies, cloud platform experience, and strong communication skills. | 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: At Glia, our Solutions Architects collaborate with clients to implement innovative solutions that enhance customer engagement, improve operational efficiency, and deliver exceptional customer experiences. What you’ll do: Collaborate with clients to assess their business and technical requirements, proposing comprehensive solutions that address their challenges. Translate business needs into a clear technical vision and guide its execution, ensuring alignment with client objectives. Develop comprehensive technical documentation including statements of work to ensure clarity and alignment among stakeholders. Lead the validation, delivery, and deployment of solutions, ensuring they meet quality and performance standards. Educate and mentor remote teams, ensuring adherence to solution designs and best practices. Communicate complex technical concepts effectively to both technical and non-technical stakeholders. What you’ll bring 5+ years of client-facing development experience, with a strong emphasis on solution architecture and design. Proficiency in front-end technologies (HTML, CSS, Javascript) and back-end languages such as Node.js, Python and/or Ruby Experience with cloud platforms (AWS, Azure, GCP) and understanding of the SaaS lifecycle. Demonstrated ability to work collaboratively with engineering teams during agile development cycles. Excellent problem-solving, written / verbal communication skills, and a proactive approach to addressing client needs. Bonus Points Experience in contact centers, telephony / VoIP, financial services, and/or healthcare technology. Familiarity with implementing serverless, AI, big data, and/or other emerging technologies in enterprise technology stacks. Relevant certifications in cloud platforms or solution architecture. *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 talent@glia.com *Want to know more about working at Glia? Check our Glia's Career FAQs

The Senior Customer Marketing & Community Manager will build and scale programs that highlight customer stories and expertise. This role involves managing customer advocacy initiatives and shaping the strategy for community engagement. | Candidates must have 3-5+ years of experience in relevant fields such as Customer Marketing or Community Management. Proven success in customer storytelling and advocacy programs is essential. | About Glia Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen. Senior Customer Marketing & Community Manager Role Summary Glia is looking for a Customer Marketing & Community Manager to build and scale the programs that bring our customers’ stories, voices, and expertise to life. In this role, you’ll create the engine behind customer advocacy, case studies, and references, while also shaping the strategy and growth of our customer community on Higher Logic/Vanilla and SlapFive. This is a strategic, high-visibility role for someone who loves turning real customer outcomes into powerful narratives and wants to build a community that connects people, accelerates adoption, and supports revenue growth. You’ll work closely with Product Marketing, Sales, and Customer Success to develop a long-term approach to customer storytelling, reference management, and community engagement — not just for today’s needs, but for the company Glia is becoming. Our customers are passionate, collaborative, and love sharing what they’ve built with Glia. This role gives you the opportunity to partner with them, amplify their successes, and shape programs that will become foundational to how Glia markets, sells, and learns from its customers. Core Responsibilities Customer Storytelling & Advocacy Leadership Build and manage the customer story pipeline—case studies, videos, webinars, event speakers, analyst references, success articles. Identify, recruit, and interview customers; prepare them for thought leadership, speaking, co-marketing, and media opportunities. Ensure every story is aligned to strategic GTM priorities (industry, product line, competitive replacement, ROI proof). Manage approvals, legal compliance, brand guidelines, and content distribution across marketing and sales channels. Customer Reference & Proof Infrastructure Own the end-to-end reference process—intake, matching, briefing customers, staffing sales reference calls. Maintain an accurate, searchable customer proof library with coverage by product, persona, segment, and industry. Track influence of references on pipeline, win rates, and revenue acceleration. Partner with Sales Enablement to embed customer proof into pitch decks, RFPs, analyst briefings, competitive takeouts. Customer Community Strategy & Vision Define and own the community roadmap, value proposition, and multi-phase growth strategy—from early activation to scaled engagement. Establish the purpose, voice, success metrics, and role of the community in product adoption, retention, and advocacy. Align community goals to broader GTM objectives: onboarding, feature adoption, peer-to-peer education, customer-led growth. Develop and enforce community moderation policies, content standards, and escalation paths. Present trends, member insights, and strategic recommendations to executive leadership and influence investment decisions. Define and report KPIs across advocacy and community: member growth, engagement rate, time-to-answer, reference utilization, pipeline impact. Present quarterly performance and strategic recommendations to Product Marketing, Sales, and Executive teams. Forecast staffing, vendor support, and technology investments required to scale community and advocacy programs. Platform Administration & Governance (Higher Logic / Vanilla + SlapFive) Own configuration of Higher Logic/Vanilla and SlapFive platforms: access permissions, tagging, groups, badging logic, advocacy workflows. Administer roles, onboarding flows, community taxonomy, and member journeys. Liaise with platform vendors, manage support tickets, upgrades, beta features, and roadmap alignment. Advocacy & Gamification Strategy Design customer advocacy journeys—from engaged community member to referenceable champion, speaker, or advisory board voice. Manage SlapFive campaigns, challenges, reward logic, badges, customer tiers, and point systems. Align gamification efforts to product launches, peer reviews (G2, Gartner), referrals, roadmap validation, and feedback loops. Integrate community advocates into case studies, sales references, thought leadership, and events. Required Skills & Experience Must-Haves 3-5+ years of experience in Customer Marketing, Customer Advocacy, Product Marketing, or Community Management within a B2B SaaS or technology environment Proven success leading customer storytelling and advocacy programs (e.g., case studies, references, events, advocacy participation) Experience running a customer reference process that supports Sales cycles (matching references, prepping customers, tracking win/loss impact) Demonstrated ability to interview customers and distill insights into compelling narratives for multiple formats (web, sales assets, video scripts, conferences) Hands-on experience with a customer community platform ( Influitive, Higher Logic, Vanilla, Gainsight Community, Salesforce Experience Cloud, etc.) Experience with customer advocacy / reference management platforms, ideally SlapFive, or comparable systems (Influitive, Base, RO Innovation, etc.) Strong cross-functional leadership skills; proven ability to influence Sales, Customer Success, and Product Marketing stakeholders without direct authority Comfort navigating legal, brand, and approval workflows for customer-facing content Strong strategic thinking and prioritization skills—able to build programs and frameworks, not just execute tasks Exceptional written and verbal communication skills, with the ability to present to executive-level internal and external audiences Demonstrated project and program management skills: managing timelines, dependencies, agencies/vendors, and multiple initiatives simultaneously Nice-to-Haves Experience launching or scaling a customer community from early activation to mature engagement Familiarity with sales cycles, especially where customer proof is critical to competitive deals Prior experience supporting customer speakers at events (user conferences, panels, webinars) Understanding of G2, Gartner Peer Insights, and other review-generation ecosystems Fluency with Salesforce, Highspot, Asana, or similar GTM and workflow tools Background in financial services, fintech, CX platforms, or related AI software categories Experience managing writers, video producers, agencies, or freelance storytellers Ability to travel occasionally for customer interviews, filming, customer events, or speaking opportunities *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 talent@glia.com *Want to know more about working at Glia? Check our Glia's Career FAQs

Drive new revenue growth in top-tier enterprise accounts, develop expertise in digital transformation and customer experience, and lead complex sales negotiations. | 6+ years SaaS sales experience, 3+ years selling into financial institutions or contact center software, complex sales experience, strong communication, and proficiency in advanced sales methodologies. | About Glia Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen. We're growing rapidly, and seeking results-driven sales professionals to join our growing team. If you have what it takes to thrive in a fast-paced, dynamic fast-growth startup, keep reading! The Role: As a vital member of our Sales team, you will play a crucial role in advancing Glia's growth strategy. Your primary focus will be on driving new revenue from a select group of target accounts while also nurturing leads generated by our BDR team. If you're seeking to be part of a company experiencing rapid revenue growth, and you're excited about working with a highly valuable product that serves the digital transition of the world's Financial Institutions, this opportunity is tailor-made for you. Your experience will be instrumental in shaping our sales strategy and collaborating with Sales leadership who have successfully built a $1B valuation company. What You'll Do: Drive growth opportunities within top-tier enterprise accounts, setting the stage for business expansion. Develop expertise in digital transformation and customer experience, establishing yourself as a leader in these domains. Utilize a strategic, data-driven approach to guide clients toward innovative solutions. Showcase the value of our platform with compelling ROI analyses that highlight its transformative impact. Leverage your negotiation skills to secure large contracts involving multiple stakeholders. Qualifications: 6+ years of SaaS experience 3+ years selling into Financial institutions or contact centers/customer experience software 3+ years of complex sales experience A track record of consistently exceeding performance expectations. Outstanding communication proficiency in phone, email, and other channels. Ability to Navigate complex and intricate sales processes. Proficiency in advanced sales methodologies such as MEDDIC or Command of the message *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 talent@glia.com *Want to know more about working at Glia? Check our Glia's Career FAQs

Lead marketing strategy and pipeline generation, optimize MarTech stack and funnel management, provide data-driven insights to executive leadership, manage a marketing operations team, and implement process improvements. | 7+ years marketing operations in B2B SaaS, experience managing MarTech stacks, team leadership, strong analytical and project management skills, cross-functional collaboration, and a bachelor's degree with MBA preferred. | About Glia Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen. We're seeking an experienced Marketing Operations leader to be a strategic partner to our CMO, modernize and manage our pipeline generation architecture including MarTech systems and funnel optimization, and use data and analytics to bring proactive insights that propel the Revenue Marketing function forward in a sustainable, efficient way. You will report to the VP of Revenue Operations and work closely with the Revenue Operations org and full GTM leadership team. Responsibilities • Drive marketing strategy that supports short and long-term pipeline generation • Provide strategic recommendations to executive leadership based on data-driven insights, such as budget allocation and investment strategies for demand generation initiatives • Manage and optimize the marketing technology stack and reporting tools to achieve strategic objectives • Transform funnel management capabilities to enable review of leading performance indicators • Monitor and analyze marketing signals such as campaign performance, lead volume, and funnel conversion rates to inform marketing strategy • Operate cross-functionally with the broader Revenue Operations org and GTM leadership team • Design and implement process improvements through automation and resource optimization • Manage a team focused on delivering campaigns into market, managing BDR operational architecture, and maintaining and reporting on top of funnel data Requirements • 7+ years of marketing operations experience in B2B SaaS • Proven experience managing MarTech stacks (e.g. Salesforce, Marketo, SalesLoft) • Strong track record of managing and building teams • Strong analytical skills with expertise in funnel metrics, ROI analysis, and performance reporting • Experience working cross-functionally across the GTM organization • Deep understanding of marketing automation and campaign management • Strategic mindset with ability to translate data into actionable insights • Excellence in project management and process optimization • Bachelor's degree, MBA preferred • Strong communication and stakeholder management skills • 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 talent@glia.com • Want to know more about working at Glia? Check our Glia's Career FAQs