Customer Success Manager

Themis is a collaborative governance, risk, and compliance platform helping banks, credit unions, and fintechs streamline oversight and strengthen compliance programs. They are seeking a Customer Success Manager who will serve as a trusted advisor to customers, driving adoption, supporting renewals, and ensuring meaningful business outcomes.

Responsibilities:

• Own a portfolio of customer relationships and serve as the primary point of contact throughout the customer lifecycle
• Develop and execute customer success plans aligned to customer goals and business outcomes
• Drive customer adoption, engagement, and long-term value realization
• Monitor customer health and identify risks and opportunities proactively
• Lead renewal planning, retention efforts, and customer growth initiatives across assigned accounts
• Identify opportunities for expansion, deeper platform adoption, and increased customer value
• Maintain accurate customer records, action items, success plans, and account documentation
• Coordinate cross-functional efforts to ensure customer commitments are delivered successfully
• Build trusted relationships with stakeholders across compliance, risk, operations, vendor management, product, and executive leadership teams
• Act as a strategic advisor, helping customers develop and mature governance, risk, compliance, and fintech oversight programs
• Lead customer meetings, business reviews, onboarding sessions, and strategic planning discussions
• Help customers identify operational efficiencies and industry best practices
• Develop a deep understanding of customer objectives and align Themis solutions to their goals
• Serve as a credible thought partner within the BaaS ecosystem
• Guide customers through onboarding and implementation activities
• Partner with customers to establish goals, success metrics, and implementation plans
• Deliver customer training and enablement programs
• Ensure smooth transitions from implementation to ongoing customer success management
• Help customers operationalize best practices within Themis
• Gather customer feedback and communicate insights to Product and Leadership
• Identify recurring themes, enhancement requests, and adoption barriers
• Partner with Product to validate new features and customer workflows
• Support customer communication and enablement around new releases
• Advocate for customer needs across the organization
• Contribute industry expertise and customer insights to help shape product strategy
• Partner with Sales throughout the customer lifecycle
• Support prospect evaluations and proof-of-concept engagements
• Provision and manage sandbox environments for prospects and customers
• Participate in prospect and customer conversations as a subject matter expert
• Ensure smooth handoffs between Sales and Customer Success
• Help articulate customer use cases, industry best practices, and product value
• Assist with responses to prospect questions related to governance, compliance, risk management, and BaaS oversight
• Create and maintain customer-facing and internal documentation
• Develop and improve playbooks, processes, and operational workflows
• Maintain accurate customer reporting and data
• Identify opportunities to improve scalability through automation, AI, and process improvements
• Contribute to cross-functional initiatives and special projects as the company grows

Requirements:

• Financial Services Governance experience required plus familiarity with BaaS. BaaS experience is highly preferred
• Experience working for a bank, sponsor bank, fintech, compliance organization, risk organization, or related BaaS provider
• Experience managing customer, partner, or stakeholder relationships in a strategic, consultative, or advisory capacity
• Demonstrated ability to manage multiple customer relationships and/or complex projects simultaneously
• Experience driving customer retention, renewals, adoption, account growth, or long-term customer success and/or complex projects and project management
• Strong understanding of fintech oversight, third-party risk management, compliance operations, governance frameworks, or related disciplines
• Ability to engage confidently with compliance, risk, operations, product, and executive stakeholders
• Ability to serve as a strategic advisor and trusted partner to customers
• Strong organizational, project management, and follow-through skills
• Ability to balance strategic conversations with day-to-day execution
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience working directly with sponsor bank programs and fintech oversight activities
• Experience supporting banks, credit unions, or fintechs in regulated environments
• Experience with governance, risk, and compliance platforms
• Experience supporting implementations, onboarding programs, or customer success initiatives
• Familiarity with AI tools, automation platforms, and modern SaaS technologies
• Experience working in a startup or high-growth company
• Experience building or improving customer-facing processes and operational workflows