Customer Success Manager

Compliance, Governance and/or Banking-as-a-Service (BaaS) experience required.

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 custo