Job Description
Banking is being reimagined—and customers expect every interaction to be easy, personal, and instant.
We are building a universal banking assistant that millions of U.S. consumers can use to transact across all financial institutions and, over time, autonomously drive their financial goals. Powered by our proprietary BankGPT platform, this assistant is positioned to displace age-old legacy systems within financial institutions and own the end-to-end CX stack, unlocking a $200B opportunity and potentially replacing multiple publicly traded companies.
Ultimately, our mission is to drive financial well-being for millions of consumers.
With over two-thirds of Americans living paycheck to paycheck, 50% holding less than $500 in savings, and only 17% financially literate, we aim to put financial well-being on autopilot to help solve this problem.
About the Role:
The Senior Manager, Customer Success Operations is a strategic and tactical operator who ensures interface.ai’s Customer Success function runs with precision.
As the company integrates Customer Success more tightly into GTM, this role serves as the connective tissue—aligning systems, data, processes, and reporting between CS, Sales, and RevOps.
You’ll own the operational framework that powers retention, expansion, and customer health visibility across 100+ financial institution clients, reporting to the VP of Revenue Operations and working closely with Regional VPs and CSMs across all three regions.
Key Responsibilities:
Customer Success Operations
- 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.
Systems & Infrastructure
- 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.
Analytics & Reporting
- 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.
Customer Health & NPS
- 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.
Cross-Functional Collaboration
- 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.
What You Bring:
- 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.
Success Looks Like:
- Renewal forecast accuracy within 5% of actuals
- Clear, automated visibility into NRR, GRR, NPS, and customer health
- Seamless CS tech stack integration with Sales and RevOps
- Consistent CS reporting cadence embedded into GTM operations
- CRO and leadership team have real-time insight into retention and customer sentiment
Compensation:
- On-Target-Earnings are expected to be between $100k– $150k (Base + Commissions). Exact compensation may vary based on skills and location.
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
- 🚀 A mission-driven team shaping the future of banking
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.
