Client Success Managing Director

Client Success Managing Director 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 and Sydney. We have raised more than $500m in funding and are now valued at $2.7bn. 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 Regional Client Success Managing Director is accountable for the overall success, services profitability, and health of all Client relationships within their region, up to and including delivery of contracted volumes, milestones, and outcomes. This role leads and manages the regional Client Success function, with direct line management of Client Success Directors (CSDs). The CSMD holds full P&L responsibility for Client Success within the region, including services revenue, cost control, and margin performance. As the senior executive owner of Client outcomes, the Regional Client Success MD acts as the executive escalation point, represents the company at client steering committees, QBR’s and executive forums, and ensures alignment across Client Success, Support, Engineering, and Commercial to deliver on Client commitments. This role does not own sales targets for new scope outside existing contracts but is a critical partner to Sales and Account Management leadership in enabling sustainable account growth. Key Responsibilities Regional Leadership & P&L Ownership - Own the regional Client Success P&L, including: - Services revenue - Delivery costs and utilisation - Margin and profitability - Regional Client Success investment decisions (e.g. preventing churn risk, increasing client satisfaction, confidence and trust) - Leverage advanced analytics to provide predictive insights into regional performance and customer health, - Define and drive Agentic AI frameworks to drive autonomous, augmented delivery services that proactively mitigate delivery risk - Proactively identify and drive operational efficiencies across the regional Client Success function through the strategic deployment and use of AI tools and automation. - Work with the CCO to set and execute the global/regional Client Success strategy in line with company objectives, - Build, lead, and develop a high-performing team of Client Success Directors, - Ensure consistent operating standards, governance, and performance management across the region. Client Outcomes & Relationship Ownership - Be accountable for successful delivery of all contracted Client outcomes within the region, - Ensure Clients reach contracted account volumes within agreed milestones, timelines, and budgets, - Own the overall Client relationship for contracted scope, acting as the senior executive sponsor, - Intervene directly in at-risk accounts to restore delivery confidence and momentum. - Be accountable for the successful execution of the Annual Regional Client Summit for their region. Executive Engagement & Escalation - ... (truncated, view full listing at source)