interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.
Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.
interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.
The VP of Account Management will lead and scale our Account Management organization, ensuring clients achieve maximum value from the Interface platform while driving retention, expansion, and customer advocacy. This role is pivotal in nurturing long-term relationships with enterprise and mid-market clients, fostering a customer-centric culture, and delivering measurable business impact. As a key leader, you will shape our strategy engaging accounts, identifying opportunities to maximize customer value and overall account value, while driving revenue growth.
What You Will DoStrategic Leadership & Value Realization
- 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.
Retention & 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.
Team Leadership & Development
- 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.
Customer Advocacy & Thought Leadership
- 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.
Operational Excellence & Efficiency
- 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.
Cross-Functional Collaboration
- 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.
What You Bring
- 10+ years of experience in Account Management, Customer Success, or related roles, with 5+ years in leadership positions.
- Experience with AI-powered technologies or customer experience platforms is a plus.
- 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.
Compensation
Base compensation: $180,000 - $250,000
Exact compensation may vary based on skills and location.
What We Offer
💻 Remote-First Policy
🏥 Medical/Dental/Vision Insurance
🏝 PTO & Holidays
✨ Life Insurance
This is an opportunity to lead a world-class Account Management function, drive meaningful customer impact, and play a key role in Interface AI’s growth and customer-centric mission.
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.
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