Customer Success Manager

About the role

interface.ai is redefining how financial institutions serve their members through agentic AI and conversational AI — and we're doing it in production, at scale, with real outcomes. $30M in Series A funding. Cash-flow positive. A mission that matters: democratizing financial wellness for every American, not just the ones who can afford a private banker.

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.
• 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.