Account Management

Summary

Join interface.ai, a leading AI provider for banks and credit unions, as the VP of Account Management. You will lead and scale the Account Management organization, ensuring clients maximize value from the Interface platform while driving retention, expansion, and customer advocacy. This role is crucial in nurturing long-term relationships with enterprise and mid-market clients, fostering a customer-centric culture, and delivering measurable business impact. You will shape the strategy for engaging accounts, identifying opportunities to maximize customer value and overall account value, while driving revenue growth.

Requirements

• 10+ years of experience in Account Management, Customer Success, or related roles, with 5+ years in leadership positions
• Proven success leading and scaling account-focused teams in a SaaS company, ideally in FinTech
• Deep understanding of SaaS metrics including NRR, churn, and LTV
• Outstanding leadership and people development capabilities, with experience managing global teams
• Ability to manage complex, enterprise-level relationships and drive executive alignment
• Strong analytical mindset with the ability to turn insights into strategy
• Excellent communication and presentation skills for executive-level engagement

Responsibilities

• Lead the post-sales lifecycle, ensuring a seamless transition from sales to onboarding and accelerating time-to-value
• Develop and execute an integrated account management strategy aligned with company growth goals, focusing on customer outcomes and value realization
• Create and implement structured playbooks for onboarding, adoption, renewal, and expansion, as well as handling escalated accounts
• Identify and capitalize on opportunities to drive customer value, ensuring our solutions deliver measurable business impact
• Build and optimize frameworks that improve customer adoption, engagement, and account lifetime value
• Establish best-in-class processes to enhance operational efficiency and ensure scalable growth
• Develop and implement customer health metrics, predictive analytics, and risk models to proactively manage churn and drive deeper engagement
• Leverage data insights and customer feedback to continuously improve the customer journey
• Partner closely with Sales to develop and execute upsell and cross-sell strategies aligned with customer goals
• Build trusted, strategic relationships with key accounts to ensure ongoing success and long-term loyalty
• Oversee account planning and renewal strategies in partnership with the Account Management team, driving contract expansions and high retention rates
• Build, scale, and mentor a high-performing team of Account Managers dedicated to delivering value
• Foster a culture of ownership and excellence, with clearly defined KPIs and performance benchmarks
• Provide ongoing coaching, training, and development to support team growth and account impact
• Serve as the voice of the clients internally, ensuring feedback informs product and service innovation
• Establish executive sponsor relationships with key accounts, acting as a trusted advisor
• Collaborate with internal stakeholders to deliver tailored solutions that align with client goals and business needs
• Drive thought leadership and elevate the customer voice through engagement programs, case studies, and testimonials
• Implement and continuously optimize tools and processes for account and success management, including Salesforce and analytics platforms
• Standardize reporting across account health scores, satisfaction metrics (e.g., NPS, CSAT), and engagement trends
• Refine and scale operational strategies to maximize efficiency and impact across teams
• Work closely with Product and Engineering to prioritize roadmap features informed by customer needs
• Partner with Marketing to craft compelling customer narratives and success stories
• Align closely with Sales to ensure smooth handoffs and unified customer value strategies

Preferred Qualifications

Experience with AI-powered technologies or customer experience platforms is a plus

Benefits

• Base compensation: $180,000 - $250,000
• Exact compensation may vary based on skills and location
• ���� Remote-First Policy
• ���� Medical/Dental/Vision Insurance
• ���� PTO & Holidays
• ��� Life Insurance