Senior Vice President of Customer Experience

Interface AI

San Francisco, CA

$250,000 to $300,000 Yearly
Full-Time

Job Description

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 1800% 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 160+ people strong with employees spread across India and US locations.

What You Will Do:

Leadership & Team Management: Lead, mentor, and scale the Customer Success, Customer Support and services teams 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.

What You Will Bring:

Bachelor's Degree in Business, Management, or related fields. Master's Degree in Business or a related field preferred.
10+ years of Leadership experience in customer success, account management, Pro-Services and Customer Experience or a similar role in a SaaS or tech environment.
Experience in AI-driven or tech companies preferred.
Proven track record in leading and scaling customer experience 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.

Compensation:

Compensation is expected to be between $250,000 - $300,000. Exact compensation may vary based on skills and location.

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.