Customer Success Lead, Themis
Governance, risk, and compliance platform
Job no longer available
Governance, risk, and compliance platform
21-100 employees
Job no longer available
21-100 employees
Company mission
To help banks, fintechs, and their vendors reduce risk together.
Role
Who you are
- This individual will have deep knowledge of GRC operations to develop and implement strategies that maximize customer value, ensure customer satisfaction, and support the growth of the business
- 7+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position
- Deep understanding of the Governance, Risk and Compliance operations
- Prior startup experience
- Proven track record of managing and growing customer relationships in a B2B SaaS environment
- Experience working with cross-functional teams, including sales, product, and engineering
- Experience owning a revenue number, with demonstrated success in achieving or exceeding revenue retention and growth targets
- Strong leadership and people management skills, with a focus on team development and performance management
- Excellent communication and interpersonal skills, with the ability to influence and negotiate at all levels
- Strategic thinker with a data-driven approach to decision-making and problem-solving
- Proficiency in CRM tools (e.g., Hubspot / Salesforce) and customer success platforms
- Ability to thrive in a fast-paced, dynamic environment
What the job involves
- The Lead Customer Success role is a key leadership role responsible for driving customer retention, fostering strong relationships, and leading a high-performing customer success team
- Oversee revenue retention, including forecasting NRR, ensuring consistent renewal rates, identifying upsell opportunities and minimizing churn
- Monitor and analyze customer health metrics, identifying and addressing risks proactively
- As an expert in Themis software, you will demonstrate the software to decision makers and users
- Using your in depth knowledge of the GRC space, you will seek to understand potential and current customers use cases and then demonstrate how Themis will improve efficiency and decrease risk
- Build and maintain strong, long-lasting relationships with key stakeholders at all customer organizations
- Serve as the primary point of contact for escalated customer issues, ensuring timely and satisfactory resolutions
- Advocate for customers by providing feedback to internal teams to influence product development and service offerings
- Lead, mentor, and develop a small team of Customer Success Managers
- Set clear goals and performance expectations for the team, providing regular feedback and coaching
- Foster a customer-centric culture within the team and across the organization
- Collaborate with the executive team to define the customer success strategy and align it with overall business goals
- Develop and implement processes, tools, and frameworks to streamline customer success operations
- Continuously improve customer success practices based on data, insights, and industry best practices
- Track and report on key customer success metrics, providing insights and recommendations to leadership
- Lead quarterly business reviews (QBRs) with key customers to discuss performance and future opportunities
Our take
The demand for financial compliance tools has increased dramatically since the Financial Crisis. Yet, current technology offerings fail to capture the way officials dealing with this issue actually work.
In response, Themis offers pay-as-you-go compliance for banks, fintechs, and crypto startups. In particular, Themis allows compliance-focused employees to manage workflows effectively while emphasizing collaboration amongst compliance staff both within firms and between them and their partners and regulators.
The company is now focused on expanding its compliance features to focus on crypto startups. In the opinion of Themis’s leadership, there is a great deal more work to be done in this area beyond just the current focus on know-your-customer and anti-money laundering efforts.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Apr 2022
$9m
SEED
Total funding: $9m
Company HQ
Civic Center, New York, NY
Leadership
Neepa Patel
(Co-Founder & CEO)Previously Chief Compliance Officer for R3, an enterprise blockchain company. Vice President & US Head of Regulatory Projects of Deutsche Bank. Also worked in senior compliance positions at Morgan Stanley.
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