Client Success Manager

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 Temasek, Standard Chartered Ventures, Molten Ventures, Eurazeo, Intesa Sanpaolo, Nyca Partners, JPMorgan Chase Strategic Investments, 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. We've been named in the IDC list of top 100 fintechs, and the Singapore HR Awards awarded us Gold and Silver for our workplace culture and employee experience.

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 marrying them up with the evolving offer that Thought Machine can deliver - to deliver tangible inputs to its clients and maximise the benefits clients can receive from their relationship with Thought Machine.

You need to exercise a balance of stakeholder management and technical acumen to help our customers deliver operational excellence. You will draw from past experience with financial services companies, cloud infrastructure, program management ITSM and customer advocacy. Your main objective is to make sure the client is happy with their use of our products and the services we provide around them.

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. Work with Thought Machine Support teams (on-call engineers, cloud analysts), Product Management (i.e., roadmaps), and other teams as needed
• 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
• Work with customers and Support to guide issues/escalations to resolution

Requirements

Essential

• Excellent customer management skills with experience in success management, account management, conflict management, 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, 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

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• 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
• Fluent in Bahasa

Benefits

• Highly competitive salary
• Bonus incentive
• Healthcare
• 25 days holiday and public holidays
• Competitive maternity and paternity leave
• $1,500 SGD per year flexible spend benefit
• All the latest tech you need
• A talented and experienced team as your colleagues
• An environment where we encourage learning and progress

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.