Customer Success Manager

interface.ai•Palo Alto, CA

24d•Onsite

About The Position

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.

Requirements

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.

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