VP, Customer Success

**About Interface.ai** Interface.ai is building the AI infrastructure for financial services — bringing agentic AI and conversational AI to the credit unions and community banks that serve everyday Americans. We're not a lab, we're not a demo company, and we're not burning runway on hypotheticals. We are in production, generating real revenue, and on a mission that actually matters: democratizing financial wellness for the millions of people who've never had a private banker. Backed by $30M in Series A funding and already cash-flow positive, we're at the inflection point — proven product, paying customers, and a team ready to scale. The next chapter is building the engineering organization that can take us there. **The Role** http://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. **Key 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. **Qualifications** - 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 str…