Client Success Director (Thai & English Speaking)

The role

The Client Success Director is accountable for ensuring clients successfully adopt and scale the platform to achieve contracted outcomes. This senior, client-facing role involves orchestrating delivery, support, and sales teams across complex, multi-year engagements.

What you will do

• Own the end-to-end client success plan from sales support to steady state.
• Ensure clients achieve contracted account volumes within milestones, timelines, and budgets.
• Act as the primary point of accountability for delivery outcomes.
• Proactively identify and mitigate risks to delivery, adoption, or timelines.
• Monitor and analyse client product usage and forecast key account metrics.
• Establish and run account governance including steering committees and executive engagement.
• Own CSAT measurement and action planning.
• Lead Quarterly Business Reviews to demonstrate progress and value delivered.
• Build trusted relationships with senior client stakeholders.
• Act as the escalation point for support issues.

Required qualifications

• Fluent in Thai.
• Proven experience delivering core banking transformation programmes on the vendor side or client side.
• Strong understanding of core banking domains including account servicing, payments, lending, and regulatory considerations.
• Demonstrated accountability for delivery outcomes, milestones, and Client adoption at scale.
• Experience owning or influencing commercials, P&L, and services profitability.
• Ability to operate credibly with senior banking stakeholders, including CIO, COO, and business heads.
• Excellent stakeholder management, communication, and executive-level presentation skills.

Nice to have

• Experience in SaaS or cloud-based core banking platforms.
• Background in professional services, client success, managed services, or large-scale systems integration.
• Familiarity with regulated operating environments and supervisory expectations.

Benefits

• Highly competitive salary
• Healthcare
• All the latest tech you need
• A talented and experienced team as your colleagues
• An environment where we encourage learning and progress

About the company

Thought Machine aims to rid the world's banks of legacy technology through core and payments technology that runs natively in the cloud. The company has a team of more than 550 individuals across offices in London, New York, Singapore, Sydney and Lisbon.