Client Success Managing 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 regional Client Success P&L, including services revenue, delivery costs, and margin performance
• Lead and develop a high-performing team of Client Success Directors
• Act as the senior executive sponsor and escalation point for critical client issues
• Drive operational efficiencies through the strategic deployment of AI tools and automation
• Ensure successful delivery of all contracted client outcomes, milestones, and budgets
• Partner with Sales, Engineering, and Product leadership to align client priorities and roadmap impacts
• Establish robust governance and drive continuous improvement in delivery predictability

Requirements

• Senior leadership experience in Client Success, Services, Support, or Delivery within enterprise software
• Proven P&L ownership at a regional or business-unit level
• Deep experience managing complex, multi-year client engagements
• Strong executive presence with ability to operate at C-level and board level
• Demonstrated experience managing escalations and turning around at-risk accounts
• Experience with AI/ML tools for reporting, predictive analytics, or process automation

Preferred Qualifications

• Background in core banking, cloud, fintech, payments, or regulated financial services
• Experience working alongside enterprise sales and account management teams
• Exposure to global or multi-region operating models