Director, Customer Success

Visa; Greater London; On-site; GBP 85,000 - 120,000; Full time

Job summary

A global financial services company is seeking a dynamic leader for its Client Success Team in the EMEA region. The role involves driving product adoption, fostering client satisfaction, and collaborating with cross-functional teams. Ideal candidates will have extensive leadership experience in technology-driven environments and a proven track record in client outcomes. This position offers the opportunity to make an impact on enterprise customer relationships in a fast-paced setting.

Qualifications

• 12–15+ years in client success or account management roles.
• 5+ years in senior leadership in SaaS, fintech, or tech sectors.
• Strong understanding of technology-driven solutions.

Responsibilities

• Lead the regional Client Success team to promote client satisfaction.
• Drive product adoption and monitor client engagement.
• Develop strategic success plans tailored to market dynamics.

Skills

Leadership Experience

Client Outcomes Management

Strategic & Analytical Skills

Exceptional communication

Team Leadership

Job description

Company Description

Founded by experienced entrepreneurs and engineers in 2016, Pismo is a technology company that provides a comprehensive processing platform for banking, card issuing and financial market infrastructure and helps customers innovate and build the next generation of banking and payment solutions. Pismo joined Visa in 2024.

Leveraging Visa’s solutions, our core platform, and an expanding suite of capabilities, Pismo addresses the technological challenges that large banks, marketplaces, and fintech companies face in migrating from legacy systems to more advanced technology in the market. Pismo’s cloud-based platform empowers firms to build and launch financial products rapidly, scaling as they grow to have a broader audience while keeping high security and availability standards.

Pismo’s 500+ employees are located in more than 10 countries around the world.

Job Description

We are seeking a strategic and dynamic leader to drive Client Success across EMEA region. In this role, you will define and execute strategies that promote product adoption, long-term value realization, and exceptional client satisfaction for enterprise customers. You will lead a regional team across Europe of Client Success Managers and collaborate closely with cross-functional teams (Product, Technology, Sales, and Operations) to ensure clients achieve their business objectives. The ideal candidate has extensive experience in enterprise SaaS or technology-driven environments, a proven ability to develop high-performing teams, and fluency in multiple languages relevant to the region,

Key Responsibilities

• Lead Regional Client Success Team: Recruit, mentor, and manage a high-performing team of Client Success Managers. Foster a culture of client-centricity, accountability, and continuous improvement.
• Drive Client Outcomes & Product Adoption: Ensure clients successfully onboard and adopt solutions to achieve desired business outcomes. Monitor engagement and proactively address challenges to maximize value.
• Develop Strategic Success Plans: Create scalable strategies, playbooks, and processes tailored to regional market dynamics while aligning with global standards.
• Collaborate Across Functions: Act as the voice of the client internally. Partner with Product, Engineering, Sales, and Operations to ensure a seamless client journey and influence product roadmap.
• Champion Client Advocacy: Build strong executive relationships, promote advocacy programs, and leverage client feedback for continuous improvement.
• Leverage Data & Insights: Use analytics to monitor client health, track success metrics, and identify risks and opportunities.
• Executive Reporting: Provide regular updates on client success performance, insights, and strategic recommendations to leadership.
• Senior Client Engagement: Serve as a trusted advisor and escalation point for strategic clients, supporting high-stakes conversations and executive-level interactions.

Qualifications

• Leadership Experience: 12–15+ years in client success, account management, or related roles, including 5+ years in senior leadership within SaaS, fintech, or technology sectors.
• Proven Track Record: Demonstrated success in driving client outcomes and managing enterprise relationships.
• Domain Expertise: Strong understanding of technology-driven solutions; familiarity with financial services or similar industries is a plus.
• Strategic & Analytical Skills: Data-driven decision-making and proficiency with client success tools and metrics.
• Communication & Influence: Exceptional written and verbal communication skills; ability to engage with C-level executives and technical stakeholders.
• Technical Acumen: Comfortable discussing integrations, APIs, and platform performance with clients and internal teams.
• Team Leadership: Skilled in building and scaling diverse teams across multiple geographies.
• Adaptability: Thrives in fast-paced, evolving environments with a proactive, solution-oriented mindset.
• Travel: Willingness to travel regionally as needed ((approximately 20–30%)

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.