Strategic CSM — AI-Driven Banking & Growth

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

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.