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Customer Success Manager

  • Customer & Community
  • Full-time
  • New York City
  • Remote friendly

2022-12-22 15:13:37 UTC

Themis is seeking our first customer success manager to manage and deepen our customer relationships. This role will report directly to the Director of Operations and will be responsible for building relationships with clients, growing net revenue retention, reducing churn, and having an integral part in influencing our product roadmap via customer feedback.

Themis is a collaboration workflow tool to help streamline Governance, Risk and Compliance workflows. The workflows in Themis represent different regulatory obligations required for banks to partner with fintechs. Themis also serves as plug and play compliance department for fintechs. Themis has raised $9m and is working with reputable clients in banking and fintech. It's probably the coolest compliance tool you've seen.

Your day to day will include:

  • Owning, managing, and growing Themis’ customer base where you are the main point of contact

  • Proactively managing your portfolio of accounts with regular meetings, mapping the organization, engaging a variety of stakeholders, and being (or becoming) an expert in our product and industry

  • Identifying cross-sell and upsell opportunities for your accounts

  • Proactively identifying churn risk and partnering with cross-functional teams to mitigate churn

  • Proactively identifying gaps in client consumption and usage and partnering with product and engineering to boost usage

  • Lead, create, and present regular periodic executive business reviews for your accounts with tailored content, substantive value and actionable items

  • Keep a tab on the client health of your portfolio and action when appropriate

  • Attend industry conferences, network and build relationships

  • Work with product to inform future roadmap decisions based on direct and indirect client feedback

What we are looking for

  • Strong interpersonal, organizational, time-management and prioritization skills

  • 3+ years experience in Enterprise SaaS, Account Management, Sales or Client Success

  • Experience in the fintech or banking sector preferred, or another highly regulated industry

  • Self-motivated, analytical, and ambitious with an entrepreneurial spirit

  • Ability to multitask and work in a dynamic, fast-growing environment

  • Desire to work with a quickly expanding and growing team

  • We are located in NYC but open to remote workers too