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Thought Machine is a fintech company on a mission to modernize banking by replacing legacy core banking systems with cloud-native technology. The company has grown to 550+ employees across offices in 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 accountable for ensuring banking clients successfully adopt and scale Thought Machine's platform to achieve contracted outcomes. This is a complex, multi-year engagement role requiring deep banking transformation expertise and strong commercial acumen.
Key Responsibilities:
Client Outcomes & Delivery: Own the end-to-end client success plan from sales support through implementation to scale and steady state. Ensure clients achieve contracted account volumes within agreed milestones, timelines, and budgets. Act as primary point of accountability for delivery outcomes across implementation, upgrades, and ongoing services. Proactively identify and mitigate risks to delivery, adoption, or timelines. Monitor and analyze client product usage and forecast key account metrics.
Client Engagement & Governance: Establish and run robust account governance including steering committees, operational forums, and executive engagement following the Vault Delivery Framework. Own CSAT measurement, action planning, and continuous improvement. Define the Target Operating Model for support early in engagements. Lead Quarterly Business Reviews demonstrating progress against milestones and value delivered. Build trusted relationships with senior client stakeholders across business, technology, and operations. Ensure client production readiness is complete and signed off for all go-live events.
Support & Platform Stability: Act as escalation point for support issues, ensuring timely and transparent resolution. Work with assigned client support lead to track 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, ensuring profitability or alignment with company investment envelope. Maintain overall services profitability while balancing issue remediation, client satisfaction, delivery quality, and long-term account value. Oversee commercials related to professional services, managed services, upgrades, and Statements of Work. Forecast revenue, margin, and delivery costs with CCO office and Finance.
Growth & Sales Collaboration: Partner with Account Director on account growth and expansion opportunities. Support sales cycles by articulating the client journey from onboarding to scale. Identify expansion opportunities across modules, services, and upgrades. 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.
Requirements:
Essential: Fluent in Thai language. Proven experience delivering core banking transformation programmes either on the vendor side (core banking/fintech provider) or client side (bank, building society, or financial institution). Strong understanding of core banking domains including account servicing, payments, lending, and regulatory considerations. Demonstrated accountability for delivery outcomes, milestones, and client adoption at scale. Experience owning or influencing commercials, P&L, and services profitability. Ability to operate credibly with senior banking stakeholders including CIO, COO, and business heads. Excellent stakeholder management, communication, and executive-level presentation skills.
Desirable: Experience in SaaS or cloud-based core banking platforms. Background in professional services, client success, managed services, or large-scale systems integration. Familiarity with regulated operating environments and supervisory expectations.
