Client Success Director

About the Company

Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology. We have developed the foundations of modern banking through core and payments technology which run natively in the cloud.

Responsibilities

• Own the end-to-end client success plan from sales support to implementation and scale
• Ensure clients achieve contracted account volumes within agreed milestones, timelines, and budgets
• Establish and run robust account governance, including steering committees and executive engagement
• Act as the primary escalation point for support issues and platform stability
• Own the P&L for all paid services delivered to the client, ensuring profitability
• Partner with Account Directors to identify expansion opportunities and support sales cycles
• Oversee planning and execution of platform upgrades

Requirements

• Proven experience delivering core banking transformation programmes (vendor or client side)
• Strong understanding of core banking domains including account servicing, payments, and lending
• 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 (CIO, COO, etc.)
• Excellent stakeholder management and executive-level presentation skills

Preferred Qualifications

• Experience in SaaS or cloud-based core banking platforms
• Background in professional services, client success, or large-scale systems integration
• Familiarity with regulated operating environments and supervisory expectations

Benefits

• Highly competitive salary
• Healthcare, vision and dental
• 25 days holiday
• Unlimited paid safe and sick time
• 401K matching (up to 7%)
• $750 per year flexible spend benefit
• Share options
• Commuter Pass
• Flexible Spending Account (FSA)
• Life and long-term disability insurance