Director, Client Success (Issuers)

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Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

What is it all about?

The Director, Client Success is a pivotal lead people manager and, in some cases, an individual contributor responsible for owning the holistic post‑sale Client Services relationship for applicable clients and providing operational solutions to support growing client businesses. The Director is a trusted client advocate who works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption, often across multiple geographies and in collaboration with local partners.

What we expect of you, day by day:

• Provide thought leadership and strategic guidance during solution development to ensure outstanding client service.
• Demonstrate a high level of professionalism, leadership, and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders, and act as a self‑starter to resolve challenges through full coordination across the wider Visa ecosystem.
• Leverage the opportunity to be at the forefront of Visa Client Success transformation by partnering closely with key clients to maximize their benefits realization and value from Visa products.
• Work in conjunction with Sales and Product Account Team members to proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan.
• Define and deploy client support and service implementation strategies that drive value for clients and support Visa strategy.
• Act as the voice of the client on all operational initiatives and issues with key internal functional and regional market partners (e.g., Sales, Product, Legal, Finance, Risk).

Location and Work Arrangement

This role serves as a functional specialist, located in Poland and reporting to Senior Director, Client Services. It is a hybrid position; the expectation of days in the office will be confirmed by your hiring manager.

Qualifications

• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis.
• Ability to communicate complex technical terms and processes in business language tailored to clients.
• Experience coaching or mentoring team members for skill and career development.
• Prior people management experience, ideally within a matrix and multi‑location environment.
• Knowledge of Artificial Intelligence (AI) concepts and applications, and how they can be leveraged to create value for Visa and its clients.
• Experience representing technical and/or business issues and solutions to influence audiences at multiple levels, including senior executives, in support of strategic business plans.
• In‑depth knowledge of the payment industry (trends, threats, competitors, regulatory environments), client segments, and regional markets.
• Ability to lead cross‑functional teams through high‑impact, complex business issues that lack precedent or are ambiguous.
• Certifications or qualifications in Client/Customer Success, project management, or related areas of practice and expertise.
• Building client relationships – build credibility, create trust‑based relations, partner with clients to grow their businesses.
• Customer‑centric mindset – listen to and prioritize customer needs to drive value realization and build trusted partnerships.
• Success planning – develop measurable action plans to help clients achieve their business goals and realize value from product solutions.
• Client engagement – communicate clearly and effectively with clients.
• Proactiveness – think ahead and take action.
• Critical thinking – take ownership of problems and find creative solutions to complex issues.

EEO Statement

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.

Additional Details

• Seniority level: Director
• Employment type: Full‑time
• Job function: Customer Service
• Industry: IT Services and IT Consulting