Customer Relationship Director
About Us: Themis is the first Compliance Collaboration tool to help companies accelerate partnerships with vendors, banks and fintechs. Themis leads the way in compliance collaboration platforms, offering seamlessly integrated risk and compliance workflows through a user-friendly centralized portal. We empower organizations to gain a comprehensive understanding of enterprise risk by facilitating internal teamwork and external partner connectivity. We are committed to delivering exceptional customer experiences and are looking for a strategic and dynamic leader to join our team as the Director of Customer Success. MUST have a COMPLIANCE / BANKING background. Job Summary: We are seeking a proactive, self-motivated and customer-focused Director of Customer Success to join our team, out of our NYC offices. The Director of Customer Success will be responsible for fostering strong relationships with our clients, ensuring their satisfaction, and driving product adoption and retention. You will act as a trusted advisor, a subject matter expert for our product and the compliance industry, helping customers achieve their goals while identifying opportunities to add value. Key Responsibilities: Relationship Management:
- Build and maintain strong, long-lasting relationships with key stakeholders at all customer organizations.
- Serve as the primary point of contact for customer issues, ensuring timely and satisfactory resolutions.
- Advocate for customers by providing feedback to internal teams to influence product development and service offerings.
- Expand the relationship to additional stakeholders within each customer’s organization and
- Be up-to-date on customer and industry news, have strategic conversations with customers.
Initiative & Metrics:
- Own the largest Themis customers
- Lead renewal strategy and conversations for existing partners
- Support Customer Advisory Board
- Streamline CS x Product feedback loop session
Solution Expertise:
- As an expert in Themis software, you will demonstrate the software to decision makers and users on a regular basis.
- 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.
- Must be able to identify and explain new features and at times platform work around.
Customer Retention & Growth:
- Monitor and analyze customer health metrics, identifying and addressing risks proactively.
- Forecast diligently and responsibly for both risk and growth, taking ownership and applying a proactive approach to problem solving.
- Must be an expert negotiator for mitigation and expansion.
Project Management:
- Work with management on various projects related to customer utilization and trends, onboarding and more.
Qualifications: Experience:
- Minimum of 5 years of experience in a Customer Success Manager or Account Manager role.
- Demonstrated experience within the compliance sector or in a banking environment, specifically in risk management or relationship management.
- Must be passionate about the Customer Success mission and value.
- Excellent understanding of the Governance, Risk and Compliance operations.
- Proven track record of managing customer relationships in a B2B SaaS environment.
- Experience working with cross-functional teams, including sales, product, and engineering.
- Excellent forecasting and data analysis.
- Must have early stage startup experience.
- Can commit to working in-office (NYC) 3 times a week.
Skills & Competencies:
- Hungry to succeed attitude
- Must love customers and be comfortable in a customer facing role.
- 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.
- Must be open to feedback and have a strong will to build and create.
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