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Thought Machine is a fintech company on a mission to modernize banking by replacing legacy technology with cloud-native core and payments platforms. The company has grown to 550+ employees across London, New York, Singapore, Sydney, and Lisbon, backed by £500m+ in funding from top-tier investors including JPMorgan Chase, Standard Chartered, and Temasek.
The Client Success Director is a senior, client-facing leadership role responsible for ensuring banking clients successfully adopt and scale Thought Machine's platform to achieve contracted outcomes. This is a high-impact position requiring deep expertise in core banking transformation, strong commercial acumen, and the ability to orchestrate cross-functional teams across complex, multi-year engagements.
Key Responsibilities:
Client Outcomes & Delivery: Own the end-to-end client success plan from pre-sales through implementation to scale and steady state. Ensure clients achieve contracted account volumes within agreed milestones, timelines, and budgets. Serve as primary point of accountability for delivery outcomes across implementations, upgrades, and ongoing services. Proactively identify and mitigate risks to delivery, adoption, or timelines.
Client Engagement & Governance: Establish and run robust account governance including steering committees, operational forums, and executive engagement. Own CSAT measurement and continuous improvement. Lead Quarterly Business Reviews demonstrating progress against milestones and value delivered. Build trusted relationships with senior client stakeholders across business, technology, and operations. Ensure production readiness and sign-off for all go-live events.
Support & Platform Stability: Act as escalation point for support issues, ensuring timely and transparent resolution. Track and communicate bug resolution, root cause analysis, and preventative actions. Ensure platform stability and service quality meet contractual and regulatory expectations.
Commercial & Financial Ownership: Own the P&L for all paid services delivered to the client. Maintain services profitability while balancing issue remediation, client satisfaction, and long-term account value. Oversee commercials related to professional services, managed services, upgrades, and SOWs. Forecast revenue, margin, and delivery costs with Finance.
Growth & Sales Collaboration: Partner with Account Directors on account expansion and white-space identification. Support sales cycles by articulating the client journey. Identify expansion opportunities across modules, services, and volumes. Contribute to renewals and contract extensions through demonstrated value.
Upgrades & Roadmap Management: Oversee planning and execution of platform upgrades with minimal disruption. Serve as voice of the client to ensure alignment of client roadmaps with product evolution. Ensure upgrades are delivered on time, within scope, and commercially aligned.
Required Experience: Proven track record delivering core banking transformation programmes either as a vendor (core banking/fintech provider) or on the client side (bank, building society, or financial institution).
