Client Success Director

About the role

The is accountable for ensuring clients successfully adopt and scale our platform to achieve their contracted outcomes. This senior, client-facing role requires deep experience in core banking transformation programmes, strong commercial acumen, and the ability to orchestrate delivery, support, and sales teams across complex, multi-year engagements. The primary measure of success for this role is enabling clients to reach their contracted volume of live accounts within agreed milestone dates and budget, while maintaining high client satisfaction and long-term commercial value. You will own the end-to-end client success plan from sales support, to implementation through to scale and steady state, proactively identifying risks to delivery, adoption, or timelines and driving mitigation plans across internal and client teams. You will build trusted relationships with senior client stakeholders across business, technology, and operations to ensure production readiness is complete and signed off for all go live events, including upgrades.

Key facts

What you'll do

• Own the end-to-end client success plan from sales support, to implementation through to scale and steady state.
• Ensure clients achieve their contracted account volumes within agreed milestones, timelines, and budgets.
• Act as the primary point of accountability for delivery outcomes across implementation, upgrades, and ongoing services within the scope of the MSA.
• Proactively identify risks to delivery, adoption, or timelines and drive mitigation plans across internal and client teams.
• Monitor and analyse client product usage, forecasting key account metrics.
• Following the Vault Delivery Framework, establish and run robust account governance, including steering committees, operational forums, and executive engagement.
• Own CSAT, including measurement, action planning, and continuous improvement.
• As part of the governance model and ensuring Thought Machine Support requirements, define the Target Operating Model for support as early on in the engagement as possible.
• Lead Quarterly Business Reviews (QBRs), demonstrating progress against milestones, value delivered, and forward roadmap.
• Ensure Client production readiness is complete and signed off by all stakeholders for all go live events including upgrades, particularly the issue of SPMs and the acceptance into support by the Thought Machine Support organisation.
• Act as the escalation point for support issues, ensuring the support organisation resolves defects and incidents in a timely and transparent manner.
• Work with the assigned client support lead to track and communicate bug resolution, root cause analysis, and preventative actions to clients.
• Work with the assigned client support lead to ensure platform stability and service quality meet contractual and regulatory expectations.
• Own the P&L for all paid services delivered to the client, ensuring services are delivered profitably or within the understood company investment envelope for a specified outcome to assure client success.
• Maintain overall services profitability for the client, balancing issue remediation and client satisfaction, delivery quality, cost control, and long-term account value.
• Oversee commercials related to professional services, managed services, upgrades, and Statements of Work.
• Work closely with the CCO office and Finance to forecast revenue, margin, and delivery costs.
• Partner with the Account Director who is accountable for growing the account and expanding white space.
• Support sales cycles by articulating and presenting the client journey - from onboarding to scale - tailoring the level of engagement to the needs of the audience.

Requirements

• You have experience as a senior leader in client success, managing complex enterprise engagements in a SaaS or financial services environment.
• You possess deep experience in core banking transformation programmes and payments infrastructure migrations.
• You have a proven track record of owning end-to-end delivery outcomes and managing multi-year, complex commercial engagements.
• You demonstrate strong commercial acumen, including P&L ownership and the ability to balance service delivery with profitability.
• You have experience using the Vault Delivery Framework to establish governance, account plans, and stakeholder management structures.
• You are skilled in monitoring and analysing product usage data to forecast account health and drive adoption.
• You have a history of building and maintaining trusted relationships with senior stakeholders in technology, business, and operations.
• You are comfortable working across multiple time zones and coordinating with distributed teams in London, Singapore, Sydney, and Lisbon.

Practical notes

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