Sr Director Client Success

Visa•Austin, TX

2d•$189,800 - $332,100•Hybrid

About The Position

Visa is seeking a strategic and outcome-oriented leader to own the full post-signing customer lifecycle for the Pismo cloud-native platform. As Senior Director, Regional Client Success, Delivery & Implementation, you will be accountable for successful onboarding, implementation delivery, adoption, value realization, and long-term customer success for banks and fintechs using Pismo’s core banking and payments platform. This role is the single regional owner for post-signing execution—from contract signature through steady-state operations and growth—leading regional teams across Implementation, Delivery, and Client Success while partnering closely with Product, Engineering, Sales, and Operations.

Requirements

12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
12–15+ years of experience in enterprise SaaS, fintech, or financial services roles with direct delivery and customer ownership.
5+ years in senior leadership roles managing implementation, delivery, and/or client success teams across regions.
Proven success delivering complex, multi-country implementations for banks or regulated financial institutions.
Strong understanding of payments, issuer processing, or core banking platforms.
Technically conversant with APIs, integrations, and cloud-native platforms.
Data-driven leader with experience managing performance through KPIs and dashboards.
Exceptional executive communication and stakeholder management skills.
Willingness to travel across the region (approximately 20–30%).
U.S. Applicants Only

Nice To Haves

15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience

Responsibilities

End-to-End Regional Ownership (Post-Signing): Own the full customer lifecycle in the region from contract signature through implementation, go-live, steady state, and expansion. Act as the single accountable executive for regional delivery quality, client outcomes, and satisfaction. Ensure seamless transitions from Sales to Delivery and Client Success with clear governance, success criteria, and escalation paths.
Lead Regional Delivery, Implementation & Client Success Teams: Hire, lead, and develop high-performing regional teams across Implementation, Delivery, and Client Success. Establish a culture of ownership, execution discipline, and customer-centricity. Set clear expectations, goals, and accountability for delivery execution and post-go-live success.
Drive Time-to-Deliver, Time-to-Value & Adoption: Be accountable for predictable delivery execution, implementation quality, and readiness for go-live. Own Time-to-Deliver (TTD) and Time-to-Value (TTV) outcomes across the regional portfolio. Drive sustained product adoption, usage maturity, and business value realization post–go-live.
Execution Excellence & Governance: Ensure strong delivery governance, risk management, and executive visibility across complex programs. Lead recovery plans for delayed or at-risk implementations and accounts. Maintain high standards for execution quality, operational readiness, and client experience.
Cross-Functional Collaboration: Partner with Product and Engineering to surface client insights, delivery learnings, and prioritization input. Collaborate with Sales and Account Management on deal shaping, implementation scoping, and expansion readiness. Coordinate with Operations and Support to ensure clean handoffs into BAU and long-term success. Proactively support Global Centre’s of Excellence and ensure regional team members are contributing to CoE success through their OKRs.
Senior Client Engagement & Escalations: Serve as executive sponsor and escalation point for strategic and high-risk regional clients. Lead executive governance forums including QBRs and SteerCos. Build trusted relationships with client executives and decision-makers.
Data-Driven Performance Leadership: Track and manage performance across core KPIs including TTD, TTV, Product Adoption, Client Health, and NPS/CSAT. Use data to identify risks, prioritize interventions, and drive continuous improvement.
Executive Reporting & Regional Leadership: Provide regular executive-level reporting on client outcomes, delivery performance, risks, and trends. Translate operational insights into clear recommendations for Visa and Pismo leadership.