VP OF Customer Experience

About Interface.ai Interface.ai is building the AI infrastructure for financial services — bringing agentic AI and conversational AI to the credit unions and community banks that serve everyday Americans. We're not a lab, we're not a demo company, and we're not burning runway on hypotheticals. We are in production, generating real revenue, and on a mission that actually matters: democratizing financial wellness for the millions of people who've never had a private banker. Backed by $30M in Series A funding and already cash-flow positive, we're at the inflection point — proven product, paying customers, and a team ready to scale. The next chapter is building the engineering organization that can take us there. The Role Interface.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 Why Interface.ai Series A $30M raised Cash-flow positive — we\'re not burning cash hoping the product works. It works. Customers are live, revenue is real, and the mission — bringing intelligent financial services to everyday Americans — is one you can explain to your family without a slide deck. You'll work directly with Bruce Kim (Co-Founder) and Srinivas Njay (CEO) — founders who understand engineering deeply and give their VP the authority and trust to actually run the function. We offer top-of-market base, significant early-stage equity, comprehensive benefits, and a modern SF office that's worth showing up to. 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. Compensation Range: $319K - $364K #J-18808-Ljbffr