Description
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.
Responsibilities
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 or within the understood company investment envelope for a specified outcome to assure client success.
- 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 , from onboarding to scale , tailoring the level of engagement to be as “hands-on” as the client desires.
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
Essential
- Proven experience delivering core banking transformation programmes.
- Strong understanding of core banking domains.
- Demonstrated accountability for delivery outcomes, milestones, and Client adoption at scale.
Desirable
- Experience in SaaS or cloud-based core banking platforms.
- Background in professional services, client success, managed services, or large-scale systems integration.
Benefits
- Highly competitive salary
- Healthcare, vision and dental
- 25 days holiday
- Unlimited paid safe and sick time
- 401K matching (up to 7%)
- $750 per year flexible spend benefit
- Share options
- Commuter Pass
- Flexible Spending Account (FSA)
- Life and long-term disability insurance