Head of Customer Success
TimescaleSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Expert & Leadership (9+ years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Technology, Payments, Digital PaymentsIndustries
Requirements
- Bold, transformative leader capable of building and scaling a world-class Client Success function
- Hands-on leader who spearheads change, inspires through action, uncovers root causes of problems, develops strategies, and executes plans
- Experience leading, recruiting, and continually developing global high-performing teams
- Ability to instill a culture of ownership, precision, and continuous improvement
- Expertise in partnering shoulder-to-shoulder with Sales, Product, Technology, Operations, Visa Client Services, and Control Functions
- Strategic recruitment skills to add new capabilities and prepare for future challenges
- Knowledge of automation, AI, and data analytics to drive efficiency and proactive client engagement
- Proficiency in advancing analytics capabilities for data-driven decisions and demonstrating measurable value
Responsibilities
- Architect, build, and own the entire client experience (from initial solutioning through implementation, crisis management, and long-term value creation) for Visa Direct money movement business
- Lead, recruit, and continually develop a global high-performing team of Client Success Partners
- Evolve and scale the client lifecycle: guide strategy to enhance onboarding, implementation, and support frameworks for a globally consistent, scalable model
- Champion growth and development: provide mentorship, coaching, career development paths, and ensure team resources for excellence
- Accelerate operational uplift: lead investments in automation, AI, and data analytics to unlock efficiency and empower proactive client engagement
- Deepen data-driven culture: advance analytics to empower team with insights for proactive decisions and measurable value
- Own key success metrics: build data-driven approach to improve customer retention, satisfaction (NPS/CSAT), lifetime value, churn, net revenue retention, and onboarding cycle time
- Drive productivity: increase through AI and process excellence, deliver digitized experiences to deflect routine issues
- Lead incident response and escalations as the senior point of contact
Skills
Client Success
Team Leadership
Recruitment
Team Development
Solutioning
Implementation
Crisis Management
Value Creation
Money Movement
Payments Processing
Global Team Management
Continuous Improvement
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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