About ThemisThemis is a collaborative governance, risk, and compliance platform helping banks, credit unions, and fintechs streamline oversight, strengthen compliance programs, and move faster with confidence.Our customers operate in highly regulated environments where strong governance, risk management, and compliance practices are critical. We partner closely with financial institutions and fintechs to help them build scalable, effective oversight programs, strengthen third-party oversight, and navigate an increasingly complex regulatory landscape.At Themis, we believe great customer experiences are built through partnership, expertise, ownership, and execution. We're looking for team members who are excited to solve meaningful problems, build trusted relationships, and help shape the future of governance, risk, and compliance.About the RoleWe're looking for a Customer Success Manager who combines industry expertise, strategic thinking, strong customer success fundamentals, and a deep ownership mentality.This role combines the strategic advisory nature of a consultant with the operational rigor and customer ownership of a high-performing Customer Success Manager. You will serve as a trusted advisor to banks, credit unions, and fintechs while managing a portfolio of customer relationships, driving adoption, supporting renewals, identifying growth opportunities, and ensuring customers achieve meaningful business outcomes.The ideal candidate combines deep Compliance / Banking-as-a-Service (BaaS) knowledge with strong customer success discipline.
They are equally comfortable leading executive-level strategic conversations, managing customer implementations, driving renewals, supporting prospect evaluations, and maintaining operational excellence across a portfolio of accounts.This role sits at the intersection of Customer Success, Product, Sales, and Operations, making it ideal for someone who enjoys solving problems, building relationships, and contributing across multiple areas of the business.While we are primarily hiring for a Customer Success Manager, we are open to tailoring the scope and level of the role for exceptional candidates with deep BaaS expertise and strategic leadership experience.What You'll DoCustomer Success & Account ManagementOwn a portfolio of customer relationships and serve as the primary point of contact throughout the customer lifecycleDevelop and execute customer success plans aligned to customer goals and business outcomesDrive customer adoption, engagement, and long-term value realizationMonitor customer health and identify risks and opportunities proactivelyLead renewal planning, retention efforts, and customer growth initiatives across assigned accountsIdentify opportunities for expansion, deeper platform adoption, and increased customer valueMaintain accurate customer records, action items, success plans, and account documentationCoordinate cross-functional efforts to ensure customer commitments are delivered successfullyStrategic Customer PartnershipBuild trusted relationships with stakeholders across compliance, risk, operations, vendor management, product, and executive leadership teamsAct as a strategic advisor, helping customers develop and mature governance, risk, compliance, and fintech oversight programsLead customer meetings, business reviews, onboarding sessions, and strategic planning discussionsHelp customers identify operational efficiencies and industry best practicesDevelop a deep understanding of customer objectives and align Themis solutions to their goalsServe as a credible thought partner within the BaaS ecosystemCustomer Onboarding & ImplementationGuide customers through onboarding and implementation activitiesPartner with customers to establish goals, success metrics, and implementation plansDeliver customer training and enablement programsEnsure smooth transitions from implementation to ongoing customer success managementHelp customers operationalize best practices within ThemisProduct Partnership & Voice of the CustomerGather customer feedback and communicate insights to Product and LeadershipIdentify recurring themes, enhancement requests, and adoption barriersPartner with Product to validate new features and customer workflowsSupport customer communication and enablement around new releasesAdvocate for customer needs across the organizationContribute industry expertise and customer insights to help shape product strategySales PartnershipPartner with Sales throughout the customer lifecycleSupport prospect evaluations and proof-of-concept engagementsProvision and manage sandbox environments for prospects and customersParticipate in prospect and customer conversations as a subject matter expertEnsure smooth handoffs between Sales and Customer SuccessHelp articulate customer use cases, industry best practices, and product valueAssist with responses to prospect questions related to governance, compliance, risk management, and BaaS oversightOperational ExcellenceCreate and maintain customer-facing and internal documentationDevelop and improve playbooks, processes, and operational workflowsMaintain accurate customer reporting and dataIdentify opportunities to improve scalability through automation, AI, and process improvementsContribute to cross-functional initiatives and special projects as the company growsRequired QualificationsFinancial Services Governance experience required plus familiarity with BaaS. BaaS experience is highly preferredExperience working for a bank, sponsor bank, fintech, compliance organization, risk organization, or related BaaS providerExperience managing customer, partner, or stakeholder relationships in a strategic, consultative, or advisory capacityDemonstrated ability to manage multiple customer relationships and/or complex projects simultaneouslyExperience driving customer retention, renewals, adoption, account growth, or long-term customer success and/or complex projects and project managementStrong understanding of fintech oversight, third-party risk management, compliance operations, governance frameworks, or related disciplinesAbility to engage confidently with compliance, risk, operations, product, and executive stakeholdersAbility to serve as a strategic advisor and trusted partner to customersStrong organizational, project management, and follow-through skillsAbility to balance strategic conversations with day-to-day executionExcellent written and verbal communication skillsAbility to manage multiple priorities in a fast-paced environmentPreferred QualificationsExperience working directly with sponsor bank programs and fintech oversight activitiesExperience supporting banks, credit unions, or fintechs in regulated environmentsExperience with governance, risk, and compliance platformsExperience supporting implementations, onboarding programs, or customer success initiativesFamiliarity with AI tools, automation platforms, and modern SaaS technologiesExperience working in a startup or high-growth companyExperience building or improving customer-facing processes and operational workflowsWhat Makes Someone Successful in This RoleHunger & OwnershipWe act like owners. We take initiative, spot gaps, and drive results for both our customers and the company.Radical AccountabilityWe own outcomes without blame or excuses. We communicate early, learn from mistakes, and stay focused on solutions.Problem Solver MentalityWe are builders, not blockers.
We bring recommendations, options, and next steps, not just problems.Mission & Customer FocusOur customers trust us with critical compliance work. We take that seriously, advocate for their needs, and look for ways to deliver real value.Low Ego, High ImpactWe care more about solving problems than getting credit. We stay collaborative, coachable, and ready to jump in wherever needed.Adaptability & ResilienceWe stay flexible and steady through change. When priorities shift or challenges come up, we keep moving forward.Curiosity & Continuous LearningWe are excited to learn.
We dig into how the product works, investigate issues, use AI and automation thoughtfully, and keep growing into trusted experts.Why Join Themis?At Themis, you'll have the opportunity to shape how banks and fintechs manage governance, risk, and compliance in an increasingly complex environment. You'll work directly with customers, influence product direction, collaborate across the organization, and play a meaningful role in helping scale a fast-growing company.We're looking for people who are excited
Customer Success Manager in new york at Unknown Company
This position is listed as full time and onsite.