Customer Success Manager

Description

About ThetaRay:

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintechs, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth. 

Thetaray is a culture-driven company. Our values are at the heart of our success. By joining us, you'll have the opportunity to embody these values and inspire others through your actions.

Our technology empowers customers to expand into new markets and introduce groundbreaking products.

Why Join ThetaRay?

At ThetaRay, you'll be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.

Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at ThetaRay – where innovation meets purpose.

Recognizing that our customers are the linchpin of our success, we are looking for a dedicated Senior Customer Success Manager (CSM) to join our dynamic Customer Success team. As a Senior Customer Success Manager (CSM) you will guide our customers through their post-sales journey at ThetaRay, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.

The ideal candidate will possess an in-depth understanding of our customer's business in order to make the most value out of ThetaRay solutions and meet the customer's business goals. The CSM should excel in developing robust relationships with customers, providing consultative solutions, and leveraging data-oriented insights to empower customers in extracting maximum value from ThetaRay.

 Main Responsibilities:

• Manage a portfolio of enterprise customers, driving value realization from ThetaRay's solutions.
• Focus on client satisfaction, enhancing retention, renewals, and adoption rates.
• Oversee customer adoption, emphasizing enablement and increased product usage.
• Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training and more, to provide best practices for extracting maximum value from ThetaRay products.
• Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.
• Develop functional expertise in ThetaRay solutions to support day-to-day interactions.
• Conduct periodic strategic business reviews, aligning outcomes with ThetaRay solutions.
• Map customer businesses, ensure contract renewals, and identify new needs.
• Identify growth opportunities and leverage resources to drive customer success.
• Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.
• Expand ThetaRay's influence within accounts to drive engagement and reference ability.
• Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices

Requirements

• At least 5 years of experience in customer success, customer relations, or a related field.
• Proven experience in Financial crime or Compliance - is a must.
• Spanish and or Portuguese speaker - big advantage
• Experience in establishing relationships with senior stakeholders.
• Previous experience managing enterprise customers
• Strong verbal and written communication skills with the ability to convey complex ideas and present business value.
• Effective relationship-building and influencing abilities.
• Demonstrated analytical and problem-solving skills.
• Proven quantitative data analysis skills with business insight.
• Independent learner with adaptability.
• Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
• Self-motivated team player excelling in a dynamic environment.
• Strategic thinking and execution skills.
• Bachelor's degree or equivalent work experience.