Head Of Customer Success

Summary

Join interface.ai, a leading AI provider for banks and credit unions, as their Head of Customer Success. Lead and scale the Customer Success organization, ensuring clients maximize the platform's value and driving retention, expansion, and advocacy. Build and mentor a high-performing team, focusing on customer outcomes and value realization. Develop and execute a customer success strategy aligned with company growth goals. This pivotal role requires strong leadership, analytical, and communication skills, along with experience in SaaS and ideally FinTech. The position offers a competitive salary, remote-first policy, comprehensive health insurance, paid time off, and life insurance.

Requirements

• 10+ years of experience in Customer Success or Account Management roles, with at least 5 years in leadership positions
• Proven track record of managing and scaling customer success organizations in a SaaS company, preferably in FinTech
• Deep understanding of SaaS business models and key metrics, including NRR, churn, and LTV
• Exceptional leadership and people management skills, with experience leading global teams
• Ability to navigate complex, enterprise-level customer relationships and drive executive engagement
• Strong analytical and problem-solving skills; ability to leverage data to inform strategy and drive decisions
• Excellent communication and presentation skills, with the ability to engage and influence senior stakeholders

Responsibilities

• Lead the onboarding process, ensuring a seamless transition from sales to delivery and accelerating time-to-value
• Develop and execute a customer success 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 escalated account handling
• Identify and capitalize on customer value opportunities, ensuring our solutions continuously drive measurable business impact for clients
• Build and optimize frameworks that improve customer adoption, engagement, and 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 assessment models to proactively address churn and enhance engagement
• Identify key improvement opportunities through data-driven insights and customer feedback
• Partner closely with Sales to craft and execute upsell and cross-sell strategies that align with customer needs and maximize lifetime value
• Build trusted advisor relationships with key customers, ensuring continued success and driving long-term loyalty
• Partner with our Account Management team to drive renewals and contract expansions, leveraging strategic engagement to maintain high retention and renewal rates
• Build, scale, and mentor a high-performing Customer Success team that is passionate about delivering customer value
• Foster a culture of accountability, setting clear KPIs and performance metrics for continuous improvement
• Drive team excellence through structured training, mentorship, and professional development programs
• Act as the voice of the customer internally, ensuring feedback informs product innovation and service enhancements
• Develop strong relationships with key clients, acting as an executive sponsor and trusted advisor
• Partner with internal teams to co-create tailored solutions that align with customer goals and evolving needs
• Drive thought leadership through customer engagement programs, including case studies, testimonials, and industry insights
• Implement and optimize customer success tools and processes, including CRM and analytics platforms such as Salesforce
• Establish standardized reporting on customer health scores, satisfaction metrics (e.g., NPS, CSAT), and engagement trends
• Continuously refine operational strategies to enhance scalability, efficiency, and impact
• Work closely with Product and Engineering to influence the roadmap based on customer feedback and market trends
• Partner with Marketing to develop compelling customer narratives, case studies, and success stories
• Collaborate with Sales to drive seamless handoffs and ensure alignment on customer value strategies

Preferred Qualifications

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

Benefits

• Remote-First Policy
• Medical/Dental/Vision Insurance
• PTO & Holidays
• Life Insurance