Director, Customer Success

Pismo is seeking a bold transformative leader to build and scale a world-classClient Successfunction for the EMEA region. This is not a maintenance roleit is a mandate to architect build and own the entire client experience (from post implementation through crisis management and long-term value creation) 

You will lead recruit and continually develop a global high-performing team of Client Success Partners instilling a culture of ownership precision and continuous improvement. Youll work shoulder-to-shoulder with Sales Product Technology Operations Visa Client Services and Control Functions to translate client needs into actionable scalable solutions that drive growth and operational excellence. 

We are looking for a buildera hands-on leader who spearheads change and inspires through action. You are driven to uncover the root of any problem develop a strategy and execute the plan to solve it.  

• Evolve and Scale the Client Lifecycle: Guide strategy to enhance post-onboarding experience and support frameworks creating a globally consistent highly scalable model ready for exponential growth.
• Champion Growth and Development: Provide mentorship and coaching champion career development paths and ensure the team has the resources to excel. Strategically recruit to add new capabilities that complement existing strengths and prepare for future challenges.
• Lead Value Mapping Sessions: Design and facilitate structured value mapping sessions with clients to deeply understand their growth strategies business objectives and evolving needs. Use these insights to identify opportunities for product adoption upsell and cross-sell ensuring alignment with both client goals and the Pismos strategic objectives.
• Accelerate Operational Uplift Strategy: Lead investments in automation AI and data analytics to unlock efficiency remove friction and empower proactive high-impact client engagement.
• Deepen Data-Driven Culture: Advance analytics capabilities to empower every team member with insights that drive proactive decisions and demonstrate measurable value to clients and the business.
• Own Key Success Metrics: Build a data-driven approach to improve customer retention satisfaction (NPS/CSAT) and lifetime value (CLTV) and Net revenue retention.
• Drive Productivity: Massively increase productivity through AI and process excellence. Deliver fast easy service via digitized experiences that deflect routine issues from team members.
• Lead Incident Response and Escalations: Serve as the senior point of contact for critical client situations. Manage incident response protocols and lead high-quality after-action reviews to uncover root causes and drive systemic improvements.

Sales & Solutioning Partnership:

• Collaborate with Sales and Solutioning: Understand client requirements using customer success planning tools and value mapping sessions and design solutions aligned with Pismo and Visas capabilities and strategic objectives.
• Engage in Client Presentations: Participate in RFP responses and solution workshops to ensure alignment and set clear expectations.
• Provide Strategic Feedback: Share client insights and trends with Product and Technology teams.

Client Servicing:

• Oversee Client transitions: Ensure seamless transitions from implementation team for new clients.
• Develop Scalable Frameworks: Create Customer success models that support rapid client growth and consistent delivery.
• Monitor Client Health: Proactively address risks to adoption satisfaction and retention.
• Partner for Service Excellence: Collaborate with Visa Client Services pismo operations implementation product technology and engineering teams to define and drive standards for customer success management and servicing maturity.

Support Incident Management & Escalations:

• Lead Regional Support: Ensure high-quality 24/7/365 service delivery across the region in line with global standards.
• Establish Escalation Protocols: Maintain robust incident management processes along with operations and governance teams to minimize client impact and ensure timely resolution.
• Analyse and Improve: Identify incident trends and root causes to drive systemic improvements and preventive measures.

Data-Driven Insights & Continuous Improvement:

• Leverage Analytics: Monitor client performance and satisfaction identify trends and drive operational improvements.
• Implement Feedback Loops: Use client and internal feedback to inform process enhancements and product development.
• Adopt Automation and AI: Drive adoption of tools that improve client outcomes and operational efficiency.

Leadership & Stakeholder Engagement:

• Build and Inspire Teams: Lead a high-performing regional team fostering a culture of innovation accountability and continuous learning.
• Set Development Goals: Lead by example holding leaders accountable for team development and diversity.
• Drive Execution Culture: Promote operational excellence and a client-first service mindset.
• Engage Stakeholders: Align with functional leaders and clients on standards requirements and strategic initiatives.
• Report Impact: Prepare and present client success metrics insights and recommendations to senior leadership and the Board.

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Qualifications :

Strategic & Operational Leadership:

• 15 years of progressive experience in payments fintech or a related technology sector with a track record of strategic planning and hands-on execution.
• Strategic and Tactical: Comfortable defining a three-year plan and leading a critical incident response call on the same day.
• Global Problem Solving: Demonstrated ability to solve complex challenges with critical thinking sound judgment and personal ownership.
• Financial and Technical Acumen: Strong analytical and decision-making skills with fluency in financial and technology domains.
• Technical & Process Acumen
• Operational Excellence: Proven ability to identify broken processes uncover root causes and implement scalable automated solutions (e.g. Six Sigma automation/AI).
• Expertise: Deep expertise with service desk / CRM Client Success and Incident Management systems. Able to guide technical roadmaps and challenge assumptions.
• Executive Communication: Superior communication skills to command a room simplify complexity and present strategic insights to any audience.
• Hands-On People & Organizational Leadership
• Experience leading leaders and managing global teams with a player-coach mentality.
• Skilled at developing talent while setting a high bar for performance.
• Ability to align with partners in Product Sales and Technology through functional depth and credibility.
• Hands-on experience driving large-scale organizational change clearing roadblocks and enabling execution.
• Willingness to travel globally (up to 20%) and lead across time zones acting as the key decision-maker during critical events.

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Full-time