# Client Success Director (Thai & English Speaking)

**Company**: Thought Machine
**Location**: Bangkok
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Other
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/thought-machine/630bf75e-7199-46c0-a4df-9fc760d2bcf7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_22f1c902-9dd

## Description

Thought Machine's mission is bold – to properly and permanently rid the world's banks of legacy technology.

The Client Success Director (CSD) is accountable for ensuring Clients successfully adopt and scale our platform to achieve their contracted outcomes.

**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**

- Establish and run robust account governance, including steering committees, operational forums, and executive engagement.

- Own CSAT, including measurement, action planning, and continuous improvement.

- Define the Target Operating Model for support as early on in the engagement as possible.

- 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.

**Support & Platform Stability**

- Act as the escalation point for support issues, ensuring the support organisation resolves defects and incidents in a timely and transparent manner.

- Work with the assigned client support lead to track and communicate bug resolution, root cause analysis, and preventative actions to clients.

**Commercial & Financial Ownership**

- Own the P&L for all paid services delivered to the client, ensuring services are delivered profitably.

- Maintain overall services profitability for the client, balancing issue remediation and client satisfaction, delivery quality, cost control, and long-term account value.

**Growth & Sales Collaboration**

- Partner with the Account Director who is accountable for growing the account and expanding white space.

- Support sales cycles by articulating and presenting the client journey.

- Identify expansion opportunities across modules, services, upgrades, and additional volumes.

**Upgrades & Roadmap Management**

- Oversee planning and execution of platform upgrades, ensuring minimal disruption and clear client communication.

- Ensure upgrades are delivered on time, within scope, and are commercially aligned.

**Requirements**

- Fluent in Thai.

- Proven experience delivering core banking transformation programmes.

- Strong understanding of core banking domains.

- Demonstrated accountability for delivery outcomes, milestones, and Client adoption at scale.

**Benefits**

- Highly competitive salary

- Healthcare

- Latest tech

- Talented team

- Learning and progress opportunities

## Skills

### Required
- Thai
- core banking transformation
- commercial acumen
- stakeholder management

### Nice to have
- SaaS
- cloud-based core banking platforms
- professional services
- managed services

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/thought-machine/630bf75e-7199-46c0-a4df-9fc760d2bcf7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)