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Senior Director, Client Success

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City Of London, United Kingdom Visa Inc. Full time

Visa is seeking a bold, transformative leader to build and scale a world-class Client Success function for our Visa Direct money movement business. This is not a maintenance role—it is a mandate to architect, build, and own the entire client experience (from initial solutioning through implementation, 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. You’ll 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 builder—a 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. You will lead, recruit and continually develop global high‑performing team, embedding a culture of ownership and precision while partnering shoulder‑to‑shoulder with Sales, Product, and Technology to drive growth and operational excellence. What we expect of you, day to day. Evolve and Scale the Client Lifecycle: Guide strategy to enhance onboarding, implementation, 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. 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. Own and improve metrics such as churn, net revenue retention, and onboarding cycle time. 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. Collaborate with Sales and Solutioning: Understand client requirements and design solutions aligned with Visa’s 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. Oversee Client Onboarding: Ensure seamless transitions from sales to delivery for new clients and products. Develop Scalable Frameworks: Create implementation 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 to define and drive standards for implementation and servicing maturity. Lead Global Support: Ensure high‑quality, 24/7/365 service delivery across all regions. Establish Escalation Protocols: Maintain robust incident management processes to minimize client impact and ensure timely resolution. Analyze 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 global 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 hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 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 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. 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. #J-18808-Ljbffr