Job Description

The Senior Manager, Customer Success Operations is a strategic and tactical operator who ensures Interface AI’s Customer Success function runs with precision. 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.

Responsibilities

• 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
• 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
• Manage the full CS tech stack, including Catalyst and Salesforce
• Maintain data integrations with RevOps
• Own process documentation and continuous improvement for renewals, churn management, and CS performance metrics
• Build and maintain dashboards that give real-time visibility into customer status
• Partner with Finance and RevOps on renewal forecasting and ARR retention reporting
• Deliver executive-ready insights and recommendations for improving customer outcomes and efficiency
• Oversee the company’s NPS program
• Develop and maintain a standardized Customer Health Score
• Surface actionable insights to Product, Marketing, and Sales for improving experience and value realization
• 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

Requirements

• 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
• Excellent communicator who thrives in cross-functional, high-growth, and fast-moving environments
• Financial services, fintech, or banking tech experience

Benefits

• No benefits