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.
The Vice President of Customer Success will be responsible for leading our end-to-end customer lifecycle—from onboarding and adoption to value realization, expansion, and renewal. This role is central to driving long-term customer relationships, enabling product impact, and ensuring measurable success outcomes for our clients.
As a core member of the leadership team, you will build and scale a high-impact Customer Success organization, create success playbooks for varied customer segments, and drive strong alignment across Product, Sales, and Delivery to deliver a best-in-class post-sales experience.
What You Will Do:
Customer Success Strategy & Leadership
- Own the customer lifecycle post-implementation: adoption, value realization, growth, and renewal.
- Define and execute a success strategy that scales across segments (community FIs to large enterprise).
- Build a world-class CS team including Strategic CSMs, Account Managers, and Customer Enablement leads.
- Drive strong retention and expansion metrics—CSAT, NRR, churn reduction, product adoption, and engagement.
Customer Advocacy & Value Delivery
- Serve as the executive sponsor on strategic accounts, providing thought partnership and escalation management.
- Develop frameworks for success planning, executive business reviews, and continuous value tracking.
- Build high-trust relationships with C-level stakeholders at client organizations to reinforce strategic alignment.
Operational Excellence
- Create scalable CS processes, success plans, and lifecycle touchpoints to support a growing and diverse customer base.
- Track and improve key metrics including NRR, product adoption, CSAT, renewal rates, and customer health scores.
- Implement robust reporting and analytics frameworks to measure customer outcomes and team performance.
Cross-Functional Collaboration
- Partner with Sales, Professional Services, and Product teams to drive seamless handoffs and ensure customer feedback shapes the roadmap.
- Work closely with RevOps and Finance to optimize resource allocation, renewals forecasting, and account planning.
- Contribute to pricing, packaging, and customer programs that align with long-term value delivery.
What You Bring:
- 10+ years of experience in Customer Success, Account Management, or Strategic Customer Programs, including 5+ years in a senior leadership role.
- Proven ability to lead global CS organizations within SaaS, preferably with FinTech or AI/CX platform experience.
- Strong understanding of customer health, retention, and expansion metrics (e.g., NRR, GRR, CSAT, adoption).
- Track record of scaling CS functions through structured processes, tech-enabled operations, and talent development.
- Strategic thinker with a customer-first mindset and strong execution orientation. ● Excellent executive communication skills—able to influence and build trust with C-level stakeholders.
- Experience managing complex, multi-stakeholder relationships across enterprise customers.
Compensation
Base compensation is expected to be between $215,000- $240,000. Exact compensation may vary based on skills and location.
What We Offer
✨ Remote-First Policy
✨Medical/Dental/Vision Insurance
✨ PTO & Holidays
✨ Life Insurance
This is an opportunity to lead and shape a world-class Customer Success function, drive meaningful impact, and be a key contributor to Interface AI’s growth and customer-centric vision.
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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