Director of Customer Success

Interface.ai is a leading Conversational AI SaaS company focused on providing cutting-edge solutions to the financial services industry. We serve close to 100 financial institutions today. We are one of the fastest-growing AI + financial technology companies in the industry, and we have grown 1600% in the last one year and recently featured as one of the top 100 fastest-growing fintech companies in Silicon Valley. Our mission is to empower every financial institution to scale efficiently and help its customers achieve financial wellness.

Our core technology is built 100% in-house with several breakthroughs in Natural Language Understanding. Our parser is built based on zero-shot learning that helps us to launch industry-specific IVA that can achieve over 90% accuracy on Day-1. We are 120+ people strong with employees spread across India and US locations.

We are a fully remote team

Careers – https://interface.zohorecruit.com/jobs/Join-interface

LinkedIn – https://www.linkedin.com/company/interface-ai/

Key Responsibilities:

• Leadership & Team Management: Lead, mentor, and scale the Customer Success team to ensure that all customers receive top-notch service and support.
• Customer Relationship Management: Develop strong relationships with key stakeholders within client organizations to ensure they’re deriving maximum value from our products.
• Strategy Development: Develop and implement strategies to maximize customer retention, upsell opportunities, and minimize churn.
• Feedback Loop: Collaborate with the Product and Sales teams to ensure feedback from clients is channeled effectively and results in product improvements.
• Onboarding: Oversee the customer onboarding process, ensuring it’s efficient, effective, and tailored to individual customer needs.
• Analytics: Monitor customer health metrics, NPS scores, and other relevant KPIs. Use data to drive decisions and strategies.
• Escalation Management: Be the point of contact for any major customer issues or escalations, ensuring timely resolution and customer satisfaction.
• Renewals and Expansion: Work closely with the sales team to drive renewals and identify upsell and cross-sell opportunities.
• Training: Implement training programs for customers to ensure they fully utilize and understand the value of our solutions.

Required Qualifications & Skills:

• Bachelor’s Degree in Business, Management, or related fields.
• 7+ years of experience in customer success, account management, or a similar role in a SaaS or tech environment.
• Proven track record in leading and scaling customer success teams.
• Exceptional interpersonal and communication skills.
• Strong problem-solving and analytical skills.
• Proficiency in customer success software tools.
• Ability to handle multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Master’s degree in Business or a related field.
• Experience in AI-driven or tech companies.
• Multi-language proficiency.

Culture –

• Are extremely self-motivated
• Have the ability to learn quickly
• Have a growth Mindset
• Have Emotional Maturity
• Have outstanding problem-solving abilities
• Have a sense of ownership and pride in your performance and its impact on the company’s success
• Acclimatize and adapt quickly; willing to be part of our ambitious growth plans
• Are passionate about the possibilities at the intersection of AI + Banking and have a passion for working within the high-growth Fintech AI space
• Enthusiastic and passionate