Customer Success Manager

About Themis

Themis 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 Role

We'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 Do

Customer Success & Account Management

• 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

Strategic Customer Partnership

• 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

Customer Onboarding & Implementation

• 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

Product Partnership & Voice of the Customer

• 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

Sales Partnership

• 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

Operational Excellence

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

What Makes Someone Successful in This Role

Hunger & Ownership We act like owners. We take initiative, spot gaps, and drive results for both our customers and the company.

Radical Accountability We own outcomes without blame or excuses. We communicate early, learn from mistakes, and stay focused on solutions.

Problem Solver Mentality We are builders, not blockers. We bring recommendations, options, and next steps, not just problems.

Mission & Customer Focus Our 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 Impact We care more about solving problems than getting credit. We stay collaborative, coachable, and ready to jump in wherever needed.

Adaptability & Resilience We stay flexible and steady through change. When priorities shift or challenges come up, we keep moving forward.

Curiosity & Continuous Learning We 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