About the position
Themis is the first Compliance Collaboration tool to help companies accelerate partnerships with vendors, banks and fintechs. Themis leads the way in compliance collaboration platforms, offering seamlessly integrated risk and compliance workflows through a user-friendly centralized portal. We empower organizations to gain a comprehensive understanding of enterprise risk by facilitating internal teamwork and external partner connectivity. We are committed to delivering exceptional customer experiences and are looking for a strategic and dynamic leader to join our team as the Director of Customer Success. MUST have a COMPLIANCE / BANKING background.
Responsibilities
- Build and maintain strong, long-lasting relationships with key stakeholders at all customer organizations.
- Serve as the primary point of contact for customer issues, ensuring timely and satisfactory resolutions.
- Advocate for customers by providing feedback to internal teams to influence product development and service offerings.
- Expand the relationship to additional stakeholders within each customer’s organization.
- Be up-to-date on customer and industry news, have strategic conversations with customers.
- Own the largest Themis customers.
- Lead renewal strategy and conversations for existing partners.
- Support Customer Advisory Board.
- Streamline CS x Product feedback loop session.
- Demonstrate Themis software to decision makers and users on a regular basis.
- Seek to understand potential and current customers use cases and demonstrate how Themis will improve efficiency and decrease risk.
- Identify and explain new features and platform workarounds.
- Monitor and analyze customer health metrics, identifying and addressing risks proactively.
- Forecast diligently and responsibly for both risk and growth.
- Be an expert negotiator for mitigation and expansion.
- Work with management on various projects related to customer utilization and trends, onboarding and more.
Requirements
- Minimum of 5 years of experience in a Customer Success Manager or Account Manager role.
- Demonstrated experience within the compliance sector or in a banking environment, specifically in risk management or relationship management.
- Must be passionate about the Customer Success mission and value.
- Excellent understanding of the Governance, Risk and Compliance operations.
- Proven track record of managing customer relationships in a B2B SaaS environment.
- Experience working with cross-functional teams, including sales, product, and engineering.
- Excellent forecasting and data analysis.
- Must have early stage startup experience.
- Can commit to working in-office (NYC) 3 times a week.
