The RoleInterface.ai is looking for a VP of Customer Success to own the retention, expansion, and long-term health of our credit union and community bank customer base - and to build the team, systems, and operating model required to do that at scale. This is a leadership role with direct accountability for NRR, a growing book of strategic accounts, and building the foundation of a strong CS function.
You will report to the SVP of Customer Experience and work closely with Sales, Product, Implementation, and the executive team. You will inherit a team of CSMs and a set of accounts in varying states of health. The expectation is that you bring structure, judgment, and pace - and that you build something that outlasts any individual relationship.
Key Responsibilities- Own NRR across the full customer portfolio - set the retention and expansion targets, build the operating cadence to hit them, and be directly accountable to leadership for the number.
- Lead, develop, and grow a team of CSMs and Senior CSMs; set clear performance expectations, build a coaching culture, and create career paths that attract and retain exceptional post-sales talent.
- Define and own the CS operating model - the health scoring framework, account segmentation, coverage ratios, renewal cadence, escalation protocol, and QBR methodology that the team executes against every quarter.
- Build the playbooks, templates, and repeatable processes that take CS execution from bespoke and relationship-dependent to systematic and scalable - without losing the white-glove experience our strategic accounts expect.
- Serve as the executive sponsor on the highest-complexity and highest-risk accounts; step in personally on at-risk renewals, executive escalations, and strategic expansion conversations where the relationship requires VP-level presence.
- Own the hiring plan for the CS organization - define the headcount model, write and refine the hiring profiles, build the interview process, and close candidates who raise the team's collective bar.
- Partner with Sales on expansion pipeline and renewal strategy; co-own the commercial relationship for existing accounts and ensure CS is a consistent source of qualified expansion signals for the AE team.
- Synthesize account health signals, product feedback, and churn risk patterns into structured input for Product and Engineering that influences the roadmap, not just fills a backlog.
- Define and implement the tooling and data infrastructure the CS team needs to operate effectively - CRM hygiene standards, health dashboards, renewal forecasting, and escalation workflows.
- Represent Customer Success at the leadership level - contribute to company OKRs, report on retention and expansion metrics in leadership reviews, and advocate internally for what customers need to be successful.
Qualifications- Bachelor's degree in Business, Communications, or a related field; MBA or equivalent executive experience a plus.
- 10+ years in B2B SaaS, with at least 3 years in a leadership role managing a Customer Success team with direct ownership of NRR, retention targets, and headcount.
- Demonstrated experience building or rebuilding a CS organization - not just inheriting a mature team, but designing the structure, process, and playbook from a relatively early stage.
- Track record of driving measurable NRR improvement: has grown net revenue retention across a portfolio through a combination of churn reduction, expansion growth, and systematic account health management.
- Proven executive presence - has built and maintained C-suite relationships at enterprise accounts and is comfortable representing the company at the VP and C-level with credit union or financial services buyers.
- Strong commercial acumen: understands renewal mechanics, expansion motion, and the commercial levers available to a CS leader - not just the relationship side of the role.
- Background in CCaaS, conversational AI, contact center software, or financial services strongly preferred; candidates who combine enterprise SaaS CS leadership with financial services vertical experience will be prioritized.
- Data-driven and AI-native operator - uses portfolio metrics (NRR, GRR, health scores, time-to-value) and AI tooling to drive account coverage decisions, surface at-risk patterns at scale, and build a CS team that treats data and AI as operating tools, not aspirational ones.
- Skilled recruiter and talent developer: has a track record of hiring strong CSMs, developing them into Senior CSMs or team leads, and building a team culture that retains high performers.
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
