Customer Success Manager

San Jose/ San Francisco Bay Area

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

Role Overview

As a Customer Success Manager, you will be responsible for managing the full lifecycle of our customer relationships. From supporting implementations to leading quarterly business reviews to driving renewals and upsells, you will play a critical role in ensuring our customers achieve their goals using interface.ai's solutions. You’ll work closely with Technical Account Managers (TAMs), product teams, and support to ensure customers are successful, satisfied, and expanding their partnership with us.

Key Responsibilities

  • Act as a strategic partner to customers throughout their journey with interface.ai—from onboarding to renewal
  • Support implementation efforts and ensure seamless go-live experiences
  • Leverage customer conversations and performance KPIs to identify opportunities for proactive support, product adoption, and upsell
  • Serve as the main point of contact for escalations and issue resolution, in coordination with TAMs
  • Own renewal discussions and collaborate on upsell strategies with the sales team
  • Build and maintain strong, trusted relationships with key stakeholders at each customer organization
  • Advocate for customer needs internally and help shape product and service offerings based on feedback

Qualifications

  • 8+ years in a customer-facing role such as Customer Success, Strategic Account Management, or Support/Operations Management
  • Experience working at a SaaS or technology company supporting SMB banks and/or credit unions is highly preferred
  • Experience working for an SMB bank and/or credit union managing customer support/operations is highly preferred
  • Exceptional communication, problem-solving, and relationship-building skills
  • High degree of ownership, customer empathy, and a proactive mindset
  • Based in the Bay Area with ability to work from our San Jose office regularly
  • Skill in using prompt engineering techniques to enhance productivity, drive efficiency, and decision-making with generative AI tools.

 

Compensation

Salary is expected to be between $110,000 - $150,000 along with additional variable compensation. Exact compensation may vary based on skills and location.

Benefits

  • Health: medical, dental, and vision insurance and wellbeing resources and programs
  • Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
  • Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
  • Family: parental leave
  • Development: Access to internal professional development resources.

At interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not  discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.

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