Customer Success Manager, Mexico City

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 AllTM, 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 500TM 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

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