VP, Customer Success

interface.ai•San Francisco, CA

1d•$319,000 - $364,000

About The Position

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.

Requirements

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.

Nice To Haves

MBA or equivalent executive experience a plus.
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.

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.