SMB Customer Success Manager

ThetaRay is the leading provider of AI-based Big Data analytics.

We are dedicated to helping financial organizations combat financial crimes through money laundering and facilitating malicious crimes such as terrorist financing, narco trafficking, and human trafficking which negatively impact the global economy.

Our Unsupervised and Semi-Supervised Intuitive AI solutions enable our customers to manage risk, detect money laundering schemes, uncover operational issues, and reveal valuable new growth opportunities.

Our customers are our most valued asset, and ensuring the customers gain maximum value from the ThetaRay solutions while developing a strong relationship are paramount to our success.

We are looking for a Customer Success Manager (CSM) who will own and manage a significant portfolio of global small-medium fintech companies and lead the customers through their post-sell journey at ThetaRay, facilitate adoption, ensure engagement and build long-term relationships with the portfolio customers.

The ideal candidate will have a strong understanding of the customers’ business operation, as well as the ability to think strategically, maintain and execute success plans effectively. The CSM will also be able to build strong relationships with customers and consult with them to help them solve problems and achieve their goals. Additionally, the ideal candidate will be analytical, a data-oriented person with multitasking skills, who will be able to collect, analyze, and interpret data to make informed decisions about how customers can maximize the value they gain from ThetaRay.

Responsibilities

• Manage a global portfolio of small-medium fintech customers for the success of ThetaRay’s solutions.
• Apply industry and product knowledge, along with business strategy expertise, to drive customer value.
• Oversee customer adoption, focusing on enablement and increased product usage.
• Enhance overall client satisfaction, aligning with strategic goals for improved retention, renewals, and adoption rates.
• Collaborate with internal teams (sales, product, and customer operations) to optimize ThetaRay products.
• Establish and maintain strategic relationships with customers post-initial onboarding, managing relationship health and mitigating risks.
• Build functional expertise in ThetaRay solutions for day-to-day interactions with assigned accounts.
• Conduct periodic strategic business reviews with key customer contacts to align success outcomes and identify growth opportunities.
• Map customer business and organization, fostering relationships to ensure contract renewals and satisfaction.
• Identify new customer needs and leverage available resources to drive success.
• Engage in strategic account planning with key stakeholders, ensuring accountability across teams and acting as a renewals brand ambassador.
• Expand ThetaRay’s influence within accounts, driving engagement and reference ability beyond the user community. Collaborate with cross-functional teams across Sales, Product Delivery, Business Intelligence, Operations, Product Management, Support, and Training.
  
  

• 3-5 years of work experience in customer relations, consulting, service operations, data-driven customer experience or a related area
• Excellent verbal and written interpersonal communication skills
• Ability to build relationships and influence others
• Demonstrated analytical and problem-solving skills
• Strong quantitative data analysis skills with proven business insight and judgment
• Independent learner with the ability to adapt and understand concepts with agility
• Self-motivated, team Player, able to excel in a rapidly changing, hyper-growth, start-up environment
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Experience in establishing relationships with senior business & executive stakeholders
• Bachelor’s degree from an accredited university or comparable work experience
• Knowledge in AML, financial crime, fraud or KYC will be a great differentiator
• Experience with SalesForce, Monday, Slack, PowerBI, Gainsight - advantage