Customer Success Manager

About Interface.ai 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. 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 escalation. 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 You will work at the center of our post‑sales organization, owning the relationships and outcomes that determine whether our customers stay, expand, and become advocates. The CSM role at interface.ai is not a support function — it is a strategic growth function. You will have the autonomy, the data, and the executive access to do the job properly. The team we're building is small enough that your judgment shapes everything. The market we're in is large enough that what you build will matter for a long time. #J-18808-Ljbffr