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 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