Customer Success Manager

interface.ai; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental & vision coverage

401(k) & financial wellness perks

Daily meals on us

Commuter benefit

Monthly wellness stipend

Claude Enterprise + frontier AI tools

SF office on 21st floor with views

Discretionary PTO + parental leave

Mental health & family benefits

Mission-driven team

Job summary

interface.ai is reshaping financial services with agentic and conversational AI, delivering real outcomes at scale from our San Francisco HQ. We seek a Senior Customer Success Manager to own a named portfolio, drive renewals and expansions, and guide executive-level conversations with banks and credit unions.

You’ll partners closely with Sales and Product, surface risks early, deliver QBRs, and translate metrics into actionable business narratives that demonstrate ongoing value.

Qualifications

• 5–10 years of experience in B2B SaaS, with at least 3 years in named-account or strategic customer success carrying renewal and expansion ownership.
• Progression through increasingly complex accounts with growing ACV and strong executive relationships.
• Proven track record leading executive business reviews with C-level and VP-level stakeholders.
• Strong commercial instincts: renewals, recovering at-risk accounts, and co-owning upsell opportunities.
• Data-driven: references metrics like NRR, adoption, and containment to shape conversations.
• Experience in CCaaS, conversational AI, or financial services is a strong plus.
• Ability to discuss AI concepts in customer-facing contexts and ramp quickly on a complex platform.

Responsibilities

• Own a named book of strategic credit union and community bank accounts as primary advisor for VP- and C-level stakeholders.
• Drive account health, product adoption, and retention; surface risk and lead recovery plans before escalation.
• Lead executive business reviews (QBRs/EBRs) with top contacts, delivering data-driven insights and recommendations.
• Identify and co-own expansion opportunities with Sales to drive NRR growth.
• Translate platform metrics into compelling narratives that justify value and decisions.
• Serve as a technically credible product expert in customer conversations and understand AI product fundamentals.
• Advocate for the customer internally; surface gaps to Product and Engineering with supporting data.
• Maintain accurate account health docs, at-risk flags, and renewal forecasts in CRM.

Skills

B2B SaaS

Executive relationships

Renewals

Upsell & expansion

Data fluency

CCaaS / contact center tech

AI concepts

Education

Bachelor's degree in Business, Communications, or a related field

Tools

CRM

Job description

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 escalates.
• 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
• Daily meals on us
• Commuter benefit
• Monthly wellness stipend
• Claude Enterprise + frontier AI tools for every employee - build with the best
• Brand-new 21st-floor SF office at 44 Montgomery - floor-to-ceiling views, worth showing up to
• 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 is one you can explain to your family without a slide deck.

You’ll work directly with Bruce Kim (CTO / Co-Founder), who sets the technical bar and goes deep on the hardest problems, and Srinivas Njay (CEO), who is hands‑on daily across product and engineering. Founding‑team‑tier equity, top‑of‑market base, comprehensive benefits, and a modern San Francisco office worth showing up to. The team is small enough that your judgment shapes everything, and the market is large enough that what you build will matter for a long time.

interface.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees