Job Description

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General information

Job Title
Client Success Manager
City
London
Country
United Kingdom of Great Britain and Northern Ireland
Division
Client Services
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Description

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 enabling our team to produce the best work in the industry, 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 most generous employee share package in the industry. Global Finance Magazine named us one of the world's most innovative fintechs, and the Financial Times recognised us as one of Europe's fastest-growing companies in 2023.

As a Customer Success Manager (CSM), you will work closely with senior stakeholders to deliver a world-class service to assigned, select clients. This is a post-sales, service-oriented role.

Client Success Management focuses on understanding the client's evolving needs and matching them with what Thought Machine delivers. The primary focus is to deliver tangible inputs to clients and maximise the benefits they can receive from their relationship with Thought Machine.

You must balance stakeholder management and technical acumen to help our customers deliver operational excellence. You will draw from experience with financial services companies, cloud infrastructure, program management, ITSM, and customer advocacy. Your main objective is to ensure the client is happy with our products and services.

As a CSM, you will regularly engage with diverse stakeholder groups, including executives of large enterprises, fintech founders and a cross-functional and geographically dispersed team. A successful CSM utilises their relationship management skills and technical credibility to communicate effectively at all levels within the organisation and become a trusted advisor to the client.

Duties

CSMs serve as liaisons between the client and the Thought Machine ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and other teams. Partner with our clients to understand their pre-sales plans and turn the customer's desired outcomes into actionable objectives. You will develop strategic relationships with stakeholders to understand a customer's business and develop strategic roadmaps. Understand client infrastructure at a high level to help speed up incident and support resolution. Know the Thought Machine product platforms, our best practices, and use cases to guide the customer. Act as the Thought Machine liaison for product questions, issues, or escalations. As needed, work with Thought Machine Support teams (on-call engineers, cloud analysts), Product Management (e.g., roadmaps), and other teams. Use customer objectives and understanding to drive new feature development internally and lead across multiple work streams and teams to maintain customer success. Complete analysis and lead weekly, monthly and quarterly operational performance reviews and executive sessions Maintain and update internal client Health Scores and reporting for Thought Machine Stakeholders. Work with customers and Support to guide issues/escalations to resolution.

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Requirements

Essential

Excellent customer management skills with experience in success management, account management, conflict management, and stakeholder management to drive customer satisfaction. Knowledge of banking/finance. Five years of experience in a customer-facing role, interfacing with executive stakeholders. Experience collaborating across business units internally and on the customer side. Experience collaborating with the customer's third-party partners and systems integrators. Excellent communication, presentation and problem solving. Familiar with cloud providers (AWS, GCP, Azure), microservice architectures, observability platforms, databases, deployment strategies (blue/green, canary, etc.), release management, disaster recovery, and business continuity. Comfortable adapting to a hyper-growth environment and the ability to approach challenges based on first principles. Naturally curious with a history of learning and adapting to new technologies and environments. Detail-oriented with an analytical mindset.

Desirable

Experience supporting customers in technical support and escalation management General understanding of the following: Software Engineering, ITIL, storage systems, networking, application development, service architecture, cloud-native application development, hosted services


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Benefits

Highly competitive salary Pension plan (match up to 5%) Life insurance - three times annual salary Competitive maternity (six months fully paid) and paternity leave (four weeks fully paid) Shared parental leave (matched to our maternity leave for the same point in time) 25 days holiday and bank holidays Flexible working hours Cycle-to-work scheme Electric car scheme Season ticket loan Access to outstanding learning materials and courses Sports and hobby clubs, subsidised by Thought Machine All the latest tech you need Start the day properly with fresh fruit and cereals Huge range of healthy (and not-so-healthy) snacks, smoothies and drinks A talented and experienced team as your colleagues An environment where we encourage learning and progress Two charity days a year Weekly food pop-up



Thought Machine is committed to making a measurable positive impact on people's everyday lives. We are an equal-opportunity employer and value diversity at our company.

We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.