Client Success Director

About the role

Thought Machine is seeking a senior Client Success Director to lead the adoption and scaling of its cloud‑native core banking platform for major banking clients. Based in New York City, you will be responsible for ensuring customers meet their contracted live‑account volumes while delivering high satisfaction and long‑term commercial value.

Key responsibilities

• Own the end‑to‑end client success plan from sales support through implementation, scale and steady‑state operations.
• Drive clients to achieve contracted account volumes within agreed milestones, timelines and budgets.
• Serve as the primary accountability point for delivery outcomes across implementations, upgrades and ongoing services.
• Identify and mitigate risks to delivery, adoption or timelines in collaboration with internal and client teams.
• Monitor product usage, forecast key account metrics and report progress to senior leadership.
• Establish and run robust account governance structures, including steering committees and executive engagement, following the Vault Delivery Framework.
• Own client satisfaction (CSAT) measurement, action planning and continuous improvement.

Required profile

• Extensive experience leading large‑scale core banking transformation programmes.
• Strong commercial acumen with a track record of delivering multi‑year, multi‑million‑dollar engagements.
• Proven ability to orchestrate delivery, support and sales teams across complex projects.
• Excellent stakeholder management and communication skills at executive level.

Required skills

• Deep knowledge of cloud‑native core banking platforms.
• Experience with account governance, risk mitigation and performance forecasting.

What we offer

• Opportunity to work with a fast‑growing fintech backed by leading investors.
• Collaborative culture recognised for high employee satisfaction and generous share package.
• Access to cutting‑edge banking technology and a global team across multiple continents.