{"id":520624,"url":"https://alion.io/job/thought-machine-client-success-director","title":"Client Success Director","company":{"id":7206,"name":"Thought Machine","domain":"thoughtmachine.net","url":"https://alion.io/company/thought-machine","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":91,"open_postings":24,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-29T13:36:29Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T13:55:40Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":56},"description":"Thought Machine's mission is bold - to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology.\nWe have grown rapidly in the past few years - growing our team to more than 550 individuals across offices in London, New York, Singapore, Sydney and our newly established Engineering Hub in Lisbon. We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more.\nWe have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years-and a UK Best Employer for 2026.\nThe Client Success Director (CSD) is accountable for ensuring Clients successfully adopt and scale our platform to achieve their contracted outcomes. 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.\nThis is a senior, client-facing role requiring 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.\nDuties\nClient Outcomes & Delivery\nOwn the end-to-end client success plan from sales support, to implementation through to scale and steady state.\nEnsure clients achieve their contracted account volumes within agreed milestones, timelines, and budgets.\nAct as the primary point of accountability for delivery outcomes across implementation, upgrades, and ongoing services within the scope of the MSA.\nProactively identify risks to delivery, adoption, or timelines and drive mitigation plans across internal and client teams.\nMonitor and analyse client product usage, forecasting key account metrics.\nClient Engagement & Governance\nFollowing the Vault Delivery Framework, establish and run robust account governance, including steering committees, operational forums, and executive engagement.\nOwn CSAT, including measurement, action planning, and continuous improvement.\nAs part of the governance model and ensuring compliance with Thought Machine Support requirements, define the Target Operating Model for support as early on in the engagement as possible.\nAs part of being accountable for the client success plan, lead Quarterly Business Reviews (QBRs), demonstrating progress against milestones, value delivered, and forward roadmap.\nBuild trusted relationships with senior client stakeholders across business, technology, and operations.\nEnsure Client production readiness is complete and signed off by all stakeholders for all go live events including upgrades, particularly the issue of SPM’s (Service Procedure Manuals) and the acceptance into support by the Thought Machine Support organisation.\nSupport & Platform Stability\nAct as the escalation point for support issues, ensuring the support organisation resolves defects and incidents in a timely and transparent manner.\nWork with the assigned client support lead to track and communicate bug resolution, root cause analysis, and preventative actions to clients.\nWork with the assigned client support lead to ensure platform stability and service quality meet contractual and regulatory expectations.\nCommercial & Financial Ownership\nOwn 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.\nMaintain overall services profitability for the client, balancing issue remediation and client satisfaction, delivery quality, cost control, and long-term account value.\nOversee commercials related to professional services, managed services, upgrades, and Statements of Work (SOWs).\nWork closely with the CCO office and Finance to forecast revenue, margin, and delivery costs.\nGrowth & Sales Collaboration\nPartner with the Account Director who is accountable for growing the account and expanding white space.\nSupport sales cycles by articulating and presenting the client journey - from onboarding to scale - tailoring the level of engagement to be as “hands-on” as the client desires depending on the nature of the engagement (client maturity, partner involvement etc.).\nIdentify expansion opportunities across modules, services, upgrades, and additional volumes to get the client to the contracted volume on the platform.\nContribute to renewals and contract extensions through demonstrated value and strong relationships.\nUpgrades & Roadmap Management\nOversee planning and execution of platform upgrades, ensuring minimal disruption and clear client communication.\nBeing the voice of the client to ensure alignment of client roadmaps and their required regulatory change with product evolution.\nEnsure upgrades are delivered on time, within scope, and are commercially aligned.\nRequirements\nEssential\nProven experience delivering core banking transformation programmes, either:\nOn the vendor side (core banking / fintech provider), or\nOn the client side (bank, building society, or financial institution).\nStrong understanding of core banking domains, including account servicing, payments, lending, and regulatory considerations.\nDemonstrated accountability for delivery outcomes, milestones, and Client adoption at scale,\nExperience owning or influencing commercials, P&L, and services profitability.\nAbility to operate credibly with senior banking stakeholders, including CIO, COO, and business heads.\nExcellent stakeholder management, communication, and executive-level presentation skills.\nDesirable\nExperience in SaaS or cloud-based core banking platforms.\nBackground in professional services, client success, managed services, or large-scale systems integration.\nFamiliarity with regulated operating environments and supervisory expectations.\nPersonal Attributes\nOutcome-driven, commercially astute, and comfortable being held accountable,\nCalm under pressure and effective in complex, multi-stakeholder environments,\nCollaborative leader who can influence without direct authority,\nPragmatic problem-solver with a strong Client-first mindset.\nBenefits\nHighly competitive salary\n\nHealthcare, vision and dental\n\n25 days holiday\n\nUnlimited paid safe and sick time\n\n401K matching (up to 7%)\n\n$750 per year flexible spend benefit\n\nShare options\n\nCommuter Pass\n\nFlexible Spending Account (FSA)\n\nLife and long-term disability insurance\n\nAll the latest tech you need\n\nA talented and experienced team as your colleagues\n\nAn environment where we encourage learning and progress\n\nWe actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.","description_format":"text","description_chars":7781,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Professional development","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Banking"],"lifecycle":[{"event":"open","at":"2026-09-08T00:31:48Z"}],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.484,"p_room":0.75,"age_days":56,"expected_fill_days":62,"reasons":["conf:0","agency","velocity","win:late"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":250000,"is_top_pay":true},"html_url":"https://alion.io/job/thought-machine-client-success-director","json_url":"https://alion.io/job/thought-machine-client-success-director.json","meta":{"generated_at":"2026-09-24T15:16:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}