Client Success Director (Thai & English Speaking)

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. We 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. We 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. The 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. This 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. Duties Client Outcomes & Delivery - 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. Client Engagement & Governance - 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 compliance with Thought Machine Support requirements, define the Target Operating Model for support as early on in the engagement as possible. - As part of being accountable for the client success plan, lead Quarterly Business Reviews (QBRs), demonstrating progress against milestones, value delivered, and forward roadmap. - Build trusted relationships with senior client stakeholders across business, technology, and operations. - Ensure 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. Support & Platform Stability - Act as the escalation point for support issues, ensuring the support organisation resolves defects and incidents in a time