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Customer Success Lead

Themis Computer

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Customer Service, Sales & Business Development

New York, NY, USA

Posted on Saturday, September 14, 2024

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Customer Success Lead

Customer & Community
Full-time
New York City
Remote friendly

Posted on September 13, 2024

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.

Job Summary:

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. 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.

Key Responsibilities:

Customer Retention & Growth:
- 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.
Solution Expertise:
- 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.
Relationship Management:
- 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.
Leadership & Team Development:
- 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.
Strategic Planning & Execution:
- 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.
Reporting & Analysis:
- 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.

Qualifications:

Experience:
- 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.
Skills & Competencies:
- 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.

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