Bachelor's degree in Business, Communications, or a related field.
5-10 years of experience in B2B SaaS, with 3+ years in strategic customer success roles.
Demonstrated career progression through complex accounts with proven ACV growth.
Experience leading executive reviews and influencing high-level stakeholders at financial institutions.
Strong commercial instincts with hands-on experience in renewals and expansions.
Data fluency with metrics such as NRR, adoption rates, and automation.
Comfortable discussing product and AI concepts with technical depth.
Responsibilities
Own and manage a portfolio of strategic credit union and community bank accounts.
Drive account health, adoption, and retention, proactively addressing risks.
Lead executive business reviews with C-level and VP-level contacts, providing insights and recommendations.
Identify and collaborate on expansion opportunities with the Sales team to boost growth.
Translate platform metrics into persuasive business narratives to influence customers.
Act as a product expert, engaging customers with technical credibility on AI concepts.
Surface customer feedback and product gaps to cross-functional teams using data.
Benefits
100% paid health, dental & vision care
401(k) & financial wellness perks
Discretionary PTO + paid parental leave
Mental health, wellness & family benefits
A mission-driven team shaping the future of banking
Full Job Description
Customer Success Manager
San Francisco, CA
Key Responsibilities
Own a named book of strategic credit union and community bank accounts, serving as the primary point of contact and trusted advisor for VP- and C-level stakeholders.
Drive account health, product adoption, and retention across your portfolio - proactively surfacing risk and leading recovery plays before customers escalate.
Lead executive business reviews (QBRs and EBRs) with C-level and VP-level contacts at each strategic account, delivering data-driven insights and clear strategic recommendations.
Identify and co-own expansion opportunities with the Sales team across the interface.ai product portfolio providing timely and accurate expansion signals to drive NRR growth.
Translate platform metrics - automation, adoption and containment rates - into compelling business narratives that influence customer decisions and reinforce the value of interface.ai.
Serve as a technically credible product expert in customer conversations; understand how interface.ai's AI products work at a functional level and speak confidently to AI related concepts.
Act as the internal voice of the customer - surface product gaps and adoption friction to Product and Engineering with supporting data.
Maintain accurate account health documentation, at-risk flags, and renewal forecasts in CRM with no surprises in forecast or renewal reviews.
Qualifications
Bachelor's degree in Business, Communications, or a related field.
5-10 years of experience in B2B SaaS, with at least 3 years in named-account or strategic customer success roles carrying direct renewal and expansion ownership.
Demonstrated career progression through increasingly complex accounts with a clear record of growing account relationships and ACV over time.
Proven track record leading executive business reviews and influencing C-level and VP-level stakeholders at financial institutions or enterprise customers.
Strong commercial instincts: direct experience driving renewals, recovering at-risk accounts, and co-owning upsell and expansion opportunities with a sales counterpart.
Data fluency is non-negotiable - you reference metrics naturally (NRR, adoption rate, automation) and use data to shape customer conversations and internal prioritization.
Experience in CCaaS, conversational AI, contact center software, or financial services is a strong plus
Comfortable going deep on product and AI concepts in customer-facing conversations; technically curious and able to ramp quickly on a complex, AI-native platform.
Skill in using AI and productivity tools to scale your impact across a strategic account portfolio.
Benefits
100% paid health, dental & vision care
401(k) & financial wellness perks
Discretionary PTO + paid parental leave
Mental health, wellness & family benefits
A mission-driven team shaping the future of banking
