Bachelor's degree in Business, Communications, or related field.
5-10 years in B2B SaaS, with at least 3 years in strategic customer success roles.
Demonstrated growth in account relationships and ACV over time.
Proven track record influencing C-level and VP-level stakeholders in the financial sector.
Strong instincts for driving renewals and identifying upsell opportunities.
High data fluency to engage in metrics-driven conversations.
Experience with CCaaS, conversational AI, or financial services is an advantage.
Responsibilities
Own a portfolio of credit union and community bank accounts as trusted advisor.
Drive account health, product adoption, and retention proactively.
Lead executive business reviews with C-level and VP-level stakeholders.
Identify and co-own expansion opportunities with the Sales team.
Translate platform metrics into compelling business narratives.
Act as a knowledgeable product expert in customer interactions.
Provide internal feedback on customer needs and product gaps.
Benefits
100% paid health, dental & vision care
401(k) & financial wellness perks
Discretionary PTO + paid parental leave
Mental health, wellness & family benefits
Join 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
