Director, Client Success

Company Description

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.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Director, Client Success, acting as a Lead for the Canada market, holds a key position within the Client Services organization, being responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. This individual will lead a team responsible for the service delivery of new products, onboarding new clients, implementations, product adoption, operational support and client optimization.

The Director is a trusted client advocate and works proactively with their client portfolio to enable new capabilities, manage geographic expansion, and promote product adoption. The individual is expected to provide thought leadership and strategic guidance during solution development to ensure outstanding client service. The role requires a high level of professionalism, leadership and interpersonal skills to influence and manage relationships with a variety of internal and client stakeholders.

The Director is accountable for building a high-performing and cohesive team, aligned to the global Client Success strategic transformation, by providing leadership to a team of individual contributors. They should do this through coaching, setting strategic direction and applying working knowledge of Visa products, systems, and procedures. The Director is accountable for personifying the Visa leadership principles while providing guidance to direct reports, cross-functional staff, and senior management to proactively drive Client Success whilst ensuring effective resolution of high-priority issues with potential of significant financial implications.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation by partnering closely with key Visa clients to maximize their benefits realization and value from Visa products through optimizing their performance. Working in conjunction with Account Team members from Sales and Product, you will proactively drive Client Success outcomes in alignment with Visa’s business agenda as detailed in the Sales Account Plan. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. The Director is the voice of the client on all operational initiatives and issues with key internal functional and region/market partners (e.g., Sales, Product, Legal, Finance, Risk).

This role serves as a functional lead, located in Toronto, Canada and reporting to the Head, Canada Client Services.   The Canada Client Success team is a close-knit, high-performing and collaborative team, that provides a single point of operational accountability for our partners and clients. 

Responsibilities include:

• Oversee the implementation of new Visa products the Client purchases by coordinating key Client and Visa teams to expedite implementation readiness activities and steer the client toward getting faster time to value and maximize adoption of deployed products.
• Ensure Client operational goals and success metrics for their overall Visa product landscape are understood.
• Build and sustain a trusted client advocate status with key client stakeholders by proactively executing against forward looking Client Success Plans, in alignment with the Account Team, to track client specific outcomes including a client’s adoption and performance of Visa products purchased.
• Drive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Provide thought leadership on the latest local market trends, payment processing trends, Visa solutions, and technologies to provide an outstanding Client experience and generate new sales leads as solutions to identified client pain points.
• Establish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.
• Develop client education and training materials (including webinars) to communicate new Visa Rules, essential mandates, Visa Business Enhancement Releases and/or upcoming changes to ensure client readiness and service compliance.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Act, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.
• Showcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.
• Inspire, coordinate and collaborate with global, regional and/or in-market Client Success team members to maintain a continuous 360-degree view of the Client and deliver an outstanding consistent operational relationship experience.
• Lead implementation of key strategic initiatives in support of the global Client Success transformation, inspiring and serving as a role model for team members to adopt changes aligned with the future state vision.
• Holds direct reports accountable for their development in line with the Visa Leadership Principles and Rewards and Recognition programs, including Quarterly/Annual Reviews.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Analytical skills to extract and synthesize relevant data into business solutions and provide sound analysis
• Able to communicate complex technical terms and/or processes in business language tailored to client
• Demonstrated ability leading and managing of a team of technical and/or professional services professionals.
• Experience coaching or mentoring team members for skill and career development, informally or as part of a leadership role
• Able to effectively prioritize and multi-task under deadlines
• 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 of an organization, including senior executives, in support of strategic business plans
• In-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments), client segment and region/market.
• Ability to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.
• Certifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.
• Ability to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.

Advanced proficiency in the following skills:

• Building client relationships - Build credibility and create trust-based relations. Partner with clients to build their business
• Becoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships
• Success planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions
• Client engagement - Communicate clearly and effectively with clients
• Proactiveness - Think ahead and take action
• Critical thinking - Take ownership over problems and find creative solutions to complex problems

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.

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

Client-provided location(s): Toronto, Canada

Job ID: d1b09594-5113-4735-abc9-a875cc6c46c1

Employment Type: OTHER

Posted: 2025-07-24T19:16:00