interface.ai

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. interface.ai is building a universal banking assistant that aims to improve financial well-being for millions of consumers. The Senior Manager, Customer Success Operations will ensure the Customer Success function operates effectively, aligning systems and processes between Customer Success, Sales, and Revenue Operations while managing customer health and retention metrics. Responsibilities • Own day-to-day operational rhythm, reporting, and data hygiene for the global CS organization. • Define and manage KPIs that measure customer health, retention, expansion, and risk (NRR, GRR, adoption, utilization). • Partner with Regional VPs and CSMs to forecast renewals, flag at-risk accounts, and support proactive recovery planning. • Drive cross-functional coordination for QBRs, renewal reviews, and health-check cadences. • Manage the full CS tech stack, including Catalyst and Salesforce (Service Cloud migration in progress). • Maintain data integrations with RevOps, ensuring a single source of truth for customer lifecycle reporting. • Own process documentation and continuous improvement for renewals, churn management, and CS performance metrics. • Build and maintain dashboards that give real-time visibility into customer status, NRR/GRR, NPS, and churn risk. • Partner with Finance and RevOps on renewal forecasting and ARR retention reporting. • Deliver executive-ready insights and recommendations for improving customer outcomes and efficiency. • Oversee the company's NPS program: survey design, data collection, reporting, and closed-loop feedback. • Develop and maintain a standardized Customer Health Score that blends product usage, sentiment, and financial signals. • Surface actionable insights to Product, Marketing, and Sales for improving experience and value realization. • Partner with GTM leadership to embed CS operations into the company's overall commercial rhythm. • Support Marketing and Product in translating customer outcomes into references, case studies, and testimonials. • Collaborate with Sales Enablement to ensure process alignment and data consistency across all customer-facing teams. Skills • 5+ years in Customer Success Operations, Revenue Operations, or Business Operations at a B2B SaaS company. • Proven success building reporting, metrics, and renewal operations for a subscription-based business. • Expert-level proficiency in Salesforce, Catalyst (or Gainsight), and data visualization/reporting tools. • Strong analytical mindset—comfortable turning data into actionable business recommendations. • Excellent communicator who thrives in cross-functional, high-growth, and fast-moving environments. • Financial services, fintech, or banking tech experience a plus. Benefits • 100% paid health, dental & vision care • 401(k) match & financial wellness perks • Discretionary PTO + paid parental leave • Remote-first flexibility • Mental health, wellness & family benefits Company Overview • interface.ai is an award-winning out-of-the-box Intelligent Virtual Assistant(IVA) for Banks & Credit Unions. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://interface.ai.