Director Client Success - #2709169

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Pay Transparency

The estimated salary range for a new hire into this position is €100,800 - €165,600 which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, Pension, Life Insurance, Annual Leave, and Wellness Program.

Job Description

The Client Success Director is a key leadership role with responsibility for both managing a portfolio of strategic client accounts and leading a team that delivers high-quality post-sale service and operational support. In this position, you will act as a play maker who balances direct client management with active team leadership.

You are accountable for the overall client experience. This includes working closely with senior client stakeholders to understand their business needs and ensure they receive ongoing value from our solutions. The role involves driving product adoption, supporting client growth and serving as the main advocate for client interests across different functions and regions.

You will also lead your team by setting clear direction and providing continuous support. You will foster a collaborative and high-performance culture and encourage professional growth. You will ensure that your team’s work aligns with Client Success strategies and help them navigate complex challenges in support of our clients.

This role provides an opportunity to contribute to our Client Success transformation. You will work with cross-functional partners to deliver strong outcomes for clients and support the ongoing development of your team. The Director Client Success reports to the Head of Client Services Central Europe and Eurozone Operations and is based in Frankfurt.

Responsibilities Include

• Lead, coach, and develop a high-performing Client Success team. Set clear goals and expectations, provide regular feedback, and foster a collaborative, accountable, and growth-oriented culture
• Align your team’s work with the overall Client Success strategy. Inspire team members to embrace change, adopt best practices, and continuously grow their skills and expertise
• Promote knowledge sharing and collaboration within your team and across the wider Client Success organization
• Oversee your team’s client portfolios to ensure consistent, high-quality post-sale service and operational support
• Directly manage a portfolio of strategic client accounts. Build and sustain trusted relationships with senior client stakeholders by acting as a proactive advisor and advocate
• Serve as the primary point of contact for your own clients, understanding their business strategies, operational goals, and priorities. Ensure their needs are met and that they realize ongoing value from Visa solutions
• Develop, execute, and monitor Client Success Plans for your own clients, in alignment with the Account Team. Track key outcomes including product adoption, performance, and satisfaction
• Oversee and support the implementation of new Visa products for both your own clients and those managed by your team. Coordinate with key client and Visa stakeholders to expedite readiness activities, maximize adoption, and deliver value—often across multiple geographies
• Guide your team in understanding client systems landscapes, integration points, and critical opportunities and challenges. Support them in identifying and addressing client needs that align with business growth
• Drive and deliver initiatives that improve client adoption of Visa products and promote the use of self-service tools. Monitor and report on health metrics for your own clients and those managed by your team.
• Serve as a thought leader on market trends, Visa solutions, and new technologies. Help both your team and your clients stay informed and ahead of industry developments.
• Foster strong cross-functional relationships with Client Services and other internal teams. Lead efforts to resolve complex client issues and optimize performance through effective collaboration.
• Share knowledge and insights regularly with colleagues across Client Success, Sales, Product, and other functions both for your own clients and more broadly within the market or region.
• Oversee and contribute to the development and delivery of client education and training, including webinars and communications on new Visa rules and business enhancements.
• Lead or participate in operational reviews with clients and internal stakeholders, including at an international level for global clients.
• Act as the escalation point for major issues and incidents for your own clients and those managed by your team. Provide guidance and support during crisis response and ensure effective resolution.
• Champion operational excellence by encouraging your team to support cross-functional initiatives and seek opportunities to improve efficiency and productivity.
• Proactively monitor client health and satisfaction for your own portfolio and your team’s. Identify opportunities to optimize performance and coordinate with specialist teams as needed.
• Lead key strategic initiatives that support the global Client Success transformation. Serve as a role model for change and continuous improvement within your team and for your own clients.
• Deliver operational resilience support by coordinating client communications and response during crisis events, ensuring client needs are addressed and escalations are managed according to established plans.
  
  

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

Qualifications

• Strong analytical skills with the ability to extract and synthesize data into actionable business solutions and provide sound analysis
• Ability to communicate complex technical concepts and processes in clear business language tailored to the audience
• Proven experience coaching or mentoring team members for skill and career development, either informally or in a formal leadership role
• Prior people management experience required, ideally within a matrixed and multi-location environment
• Demonstrated ability to effectively prioritize and manage multiple tasks under tight deadlines
• Knowledge of Artificial Intelligence (AI) concepts and applications, and how they can create value for Visa and its clients
• Experience representing technical and business issues and solutions to influence various audiences, including senior executives, in support of strategic business plans
• In-depth knowledge of the payments industry, including trends, threats, competitors, and regulatory environments relevant to the client segment and region/market
• Ability to lead cross-functional teams through high-impact, complex, or ambiguous business issues without precedent
• Certifications or qualifications in Client/Customer Success, project management, or related disciplines are preferred
• Excellent written and verbal communication skills in German and English. Able to convey complex topics in clear, simple terms tailored to the client’s specific use cases.
• Advanced proficiency in the following areas:
• Building client relationships: establishing credibility and trust; partnering with clients to grow their business
• Customer centricity: listening to and prioritizing client needs to drive value realization and trusted partnerships
• Success planning: creating measurable action plans to help clients achieve business goals and maximize value from products and solutions
• Client engagement: communicating clearly and effectively with clients at all levels
• Proactiveness: anticipating needs and taking initiative
• Critical thinking: owning and solving complex problems with creative solutions
  

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.

Visa welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.