Customer Success Executive

About Themis

Themis is a certified B Corporation technology start-up that works with clients to identify and manage their specific financial crime risks, by providing innovative solutions to detect any links to criminality.

Our goal is to reduce the global impacts of financial crime. Financial crime is a very real and evolving problem. It has been described as "an issue of international security". Not only is the scale of illicit activity in the trillions of £s, but the impact on all of our businesses, the economy and society is profound.

Our award-winning technology platform helps organisations understand these strategic threats through an ESG and socio-economic lens and protects their customers, staff, suppliers and shareholders from criminal attacks or association. In this way, we are fuelling sustainable change in the public and private sectors.

Impact

Themis is a socially responsible, purpose-driven business that works to meet the highest standards of verified social and business performance, public transparency, and legal accountability to balance profit and purpose.

Themis is a certified B Corporation and we were named a 2022 'Best for the World' B Corp in recognition of our exceptional positive impact on Governance.

The positive impact of Themis is multiplied by the Themis Foundation that directs and raises additional funds to support the victims of underlying predicate crimes.

As a Signatory of the United Nations Global Compact, we are proud to be part of a global network of over 9,500 companies and 3,000 non-business participants that are committed to building a sustainable future. Our business is fully aligned with the UN Global Compact principles, and the objectives of the UN Sustainable Development Goals lie at the heart of everything we do.

Job purpose:

To support the success and satisfaction of Themis' clients by helping them adopt, utilise and gain value from the compliance collaboration platform. The Customer Success Executive plays a key role in onboarding new users, providing product guidance, resolving issues and building trusted relationships — ultimately contributing to customer retention and long-term growth.

The Customer Success Team are responsible for our customer KPIs (including Net Promoter Scores, longevity, cross-selling and repeat orders).

You will be self-motivated, always wanting to learn, a team player and be able to manage change in your stride. The Customer Success Executive will work closely with our Marketing and Business Development teams as well as across the four 'Is'.

Overall, as a member of the Customer Success Team, you will have:

• A genuine interest in financial crime and its effects worldwide.
• Excellent general technical skills.
• A natural customer centric focus and interest to understand their needs and challenges.
• Strong written and verbal communication skills

Responsibilities:

Themis Customer Success function is the primary relationship holder and escalation points for existing Themis clients.  The aim of this function is to develop long-standing, sticky relationships, where our clients trust us and feel the value they get out of Themis.  The Customer Success Team also promotes customer loyalty and ownership across existing clients (both at a corporate and individual level).

Specific responsibilities include:

• Build and sustain strong, long-term relationships with stakeholders across customer organisations.
• Serve as the primary point of contact for all customer issues — ensuring timely resolution and high satisfaction.
• Help onboard new clients, working on enablement projects and adoption strategies.
• Train and educate users on the platform feature.
• Monitor customer health metrics and signals (usage activity, satisfaction) to identify risks and opportunities.

Experience required:

• 1-2 experience in customer-facing role (ideally in SaaS or tech platform but not essential).
• Strong communication, data-driven mindset and ability to work cross-functionally.
• Comfortable operating in a startup environment characterised as fast paced and collaborative.
• Familiarity with Governance Risk and Compliance ('GRC') is a big bonus.

Skills required:

• Excellent verbal and written communication.
• Ability to interpret client data to identify risks and opportunities.
• Organised and detail-oriented — able to manage multiple accounts and timelines.
• Proactive follow-ups, meeting scheduling and client milestone tracking.