Sr Director Client Success

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.

Key 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.

This is a hybrid position. Expectations of days in office will be confirmed by your Hiring Manager.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Basic Qualifications:

• 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

Preferred Qualifications:

• 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
• 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%).