Client Success Director - Core Banking

About the role

Thought Machine builds core and payments technology that runs natively in the cloud, aiming to replace legacy banking systems. Its Client Success Director (CSD) is a senior, client-facing role accountable for helping clients adopt and scale the platform so they reach their contracted volume of live accounts within agreed milestones, budgets and timelines, while keeping client satisfaction and long-term commercial value high. The role requires deep experience in core banking transformation programmes and the ability to coordinate delivery, support and sales teams across multi-year engagements.

Key responsibilities

• Own the end-to-end client success plan, from sales support and implementation through to scale and steady state, and act as the main accountability owner for delivery outcomes.
• Ensure clients hit their contracted account volumes within milestones, timelines and budgets, and proactively manage delivery risks.
• Run account governance including steering committees, operational forums and executive engagement, own CSAT, and lead Quarterly Business Reviews.
• Build relationships with senior client stakeholders and ensure production readiness and go-live sign-offs, including Service Procedure Manuals.
• Escalate support issues, track bug resolution and root cause analysis, and work with the support lead to maintain platform stability.
• Own the P&L for paid services, oversee commercials for professional services, managed services, upgrades and Statements of Work, and forecast revenue, margin and costs with the CCO and Finance.
• Partner with the Account Director on growth, present the client journey to sales, identify expansion opportunities and contribute to renewals.
• Oversee platform upgrades, align client roadmaps with regulatory change, and keep upgrades on time, in scope and commercially aligned.

Required profile

• Proven experience delivering core banking transformation programmes, either as a vendor or as a bank, building society or financial institution.
• Strong understanding of core banking domains such as account servicing, payments and lending, and regulatory considerations.
• Experience owning or influencing commercials, P&L and services profitability.
• Ability to work with senior banking stakeholders such as CIO, COO and business heads.
• Desirable: SaaS or cloud-based core banking background, professional services or managed services experience, and familiarity with regulated environments.

What we offer

• Highly competitive salary.
• Healthcare coverage.
• 25 days holiday plus public holidays.
• Competitive maternity and paternity leave.
• $1,500 SGD per year flexible spend benefit.
• Latest technology and a supportive, learning-focused team.