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Customer Success Manager, Mexico City

hace 2 semanas

Ciudad de México, Ciudad de México Glia A tiempo completo

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 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.

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