thought-machine - Client Success Managing Director

• Regional Leadership & P&L Ownership • Own the regional Client Success P&L, including: • Services revenue • Delivery costs and utilisation • Margin and profitability • Regional Client Success investment decisions (e.g. preventing churn risk, increasing client satisfaction, confidence and trust) • Leverage advanced analytics to provide predictive insights into regional performance and customer health, • Define and drive Agentic AI frameworks to drive autonomous, augmented delivery services that proactively mitigate delivery risk • Proactively identify and drive operational efficiencies across the regional Client Success function through the strategic deployment and use of AI tools and automation. • Work with the CCO to set and execute the global/regional Client Success strategy in line with company objectives, • Build, lead, and develop a high-performing team of Client Success Directors, • Ensure consistent operating standards, governance, and performance management across the region. • Client Outcomes & Relationship Ownership • Be accountable for successful delivery of all contracted Client outcomes within the region, • Ensure Clients reach contracted account volumes within agreed milestones, timelines, and budgets, • Own the overall Client relationship for contracted scope, acting as the senior executive sponsor, • Intervene directly in at-risk accounts to restore delivery confidence and momentum. • Be accountable for the successful execution of the Annual Regional Client Summit for their region. • Executive Engagement & Escalation • Act as the executive escalation point for critical client issues across delivery, support, or governance, • Represent the company at executive steering committees, boards, and senior client forums, • Manage complex, high-stakes client situations with authority, credibility, and composure, • Align internal executives (Engineering, Product, Support, Commercial) around Client priorities. • Governance, Risk & Performance Management • Establish and enforce robust governance across regional accounts, • Own regional views of delivery risk, customer satisfaction, account health, and renewal readiness, • Ensure consistent execution of QBRs, steering committees, and executive reporting, • Drive continuous improvement in delivery predictability, quality, and Client satisfaction. • Cross-Functional Alignment • Partner closely with: • Sales leadership and other stakeholders ensuring all software deals adopt the appropriate governance (product ‘shape fit’ and Deal Desk sign off etc.). • Account Directors on expansion readiness and renewals, • Support leadership on platform stability and incident management, • Engineering and Product on delivery dependencies and roadmap impacts, specifically including Forward Deployment Engineering Leadership to strategise and execute against required actions to achieve client success, • Services Partners Leadership team to ensure the right partner model and partner governance is utilised with the client • Expert Services division to ensure world class services are provided to our clients at the appropriate time. • Ensure Client Success commitments are realistic, deliverable, and well-governed, • Resolve conflicts between delivery and commercial priorities in the best interest of long-term Client value. • Talent, Capability & Culture • Coach and mentor CSDs, • Set clear accountability and performance expectations, • Build a culture of ownership, transparency, and Client-first decision-making, • Ensure succession planning and capability development across the region. • Champion the adoption of AI and advanced analytics across the regional team, driving a culture of continuous learning and competence in leveraging these tools for efficiency and insight. • Oversee and ensure the provision of necessary training and resources to staff to effectively use AI/ML and Agentic AI capabilities in their daily work.