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Director, Client Success

Ashburn, VA

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 Visa Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

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This is an exciting opportunity to join the recently established Global Acceptance Client Services team, supporting key global acceptance partners. Visa and the Global Acceptance team have the opportunity to improve client experiences and depths of relationships and deliver mutual revenue growth for key global seller-side customers, including acquirers, processors, enablers and merchants, by leveraging our insights, data, relationships and talent to help grow and enhance our mutual business interests.

We are seeking a highly skilled and experienced Director to join our global team. The Director, Client Success Management, will be the Global Acceptance Client Services lead for key global enablers (acquirers, processors, seller-side third party agents) based in Visa’s North America (NA) region. This position will be located in the United States to be in close proximity to the clients’ global headquarters where key client executives are based.

The Director, Client Services, is the global and central point of contact from Client Services and will be accountable for owning the overall global operational relationship with the customers. The position will work with Client Services and business counterparts in other regions and across functions to ensure a seamless and consistent global service experience. Client assignments may change over time.

Given the importance of this position, it requires a high level of professionalism, thought leadership and astuteness at managing executive level stakeholders at the global client and within Visa. It is a client-facing and strategic role, working in conjunction with global account, sales and product teams to proactively drive Client Success outcomes.

The successful candidate will be able to manage complex topics with limited supervision, as part of the team supporting operational mandates, project implementations and consulting initiatives that help customers grow their Visa portfolios.

This role is an exciting opportunity to be at the forefront of Visa’s Client Success transformation, by partnering closely with significant payment ecosystem participants to maximize realization of the benefits and value from Visa products and optimize their performance.

The Director, Client Success Management, is responsible and accountable to:

  • Own the holistic post-sale and operational relationship of assigned customers, acting as a key ambassador of all Client Services teams by providing the central voice of Client Services to the clients and account teams
  • Act as an integral member of the account team, aligning on the forward-looking relationship strategy based on key client and Visa goals, alongside and in partnership with the global account executive
  • Foster and sustain a trusted client advocate status with key client executives and stakeholders by proactively executing against forward looking Client Success Plans, which track a client’s adoption, usage and health index for Visa products
  • Ensure that clients’ operational goals and success metrics for their overall Visa product landscape are deeply understood, with intended outcomes met and client readiness activities for upcoming mandates and projects tracked and measured in Client Success Plans
  • Measure and track additional client specific outcomes, based on major client pain points and strategic objectives, leveraging Visa products and services
  • Act as a trusted advocate for the client through showcasing outstanding operational excellence by driving complex and cross-functional initiatives in support of the client goals, incorporating automated solutions to achieve operational efficiency and productivity improvements
  • Inspire, coordinate and closely collaborate with applicable global and regional in-market Client Success Managers who manage local client relationships to ensure they are aligned to the global client relationship strategy and deliver a consistent client experience
  • Oversee the implementation of new Visa products with clients by coordinating key client and Visa teams globally to expedite implementation readiness activities to achieve faster time to value and maximized adoption of deployed products
  • Maintain outstanding relationships within Client Services and other cross-functional teams within Visa to orchestrate subject matter expertise consultation as needed to optimize client performance
  • Maintain a continuous 360-degree view of the client for communicating and sharing internally and externally, and coordinate and lead global operational reviews with clients and Visa stakeholders
  • Maintain a high-level view of entire Client Services experience, from a global context, monitoring issues affecting specific geographies and proactively managing future risk accordingly
  • Provide a global perspective and comprehensively communicate new Visa Rules, mandates, Visa Business Enhancement Releases, and upcoming changes to ensure client readiness and service compliance
  • Act as the central escalation point for managing client escalations concerning significant operational issues and support major crisis responses by maintaining ongoing interaction with clients to meet their specific needs throughout
  • Provide a thought leadership viewpoint on the latest global payment processing trends, Visa solutions, and technologies to provide an outstanding client experience and generate new sales leads to solve identified client pain points

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.


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

Preferred Qualifications

  • 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
  • Minimum of 12+ years progressively responsible experience in a customer support role in financial services, payments, software or information services
  • Outstanding interpersonal skills and proven abilities in negotiating with and influencing clients and staff at all levels
  • Demonstrated success in customer relationship management, and ability to set priorities, influence others, and manage customer expectations
  • Outstanding analytical aptitude and demonstrated track record of working with data to develop business-oriented solutions and provide sound business analysis
  • Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
  • Demonstrated ability to articulate complex technical terms or processes into business language
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
  • Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.)

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 132,200.00 to 191,700.00 USD per year, 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, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Client-provided location(s): Ashburn, VA, USA
Job ID: 66db1e7b-42c0-4277-a387-4e998742aa92
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Long-Term Disability
    • HSA With Employer Contribution
    • On-Site Gym
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Health Reimbursement Account
    • Mental Health Benefits
    • Virtual Fitness Classes
    • HSA
  • Parental Benefits

    • Fertility Benefits
    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
    • Happy Hours
  • Vacation and Time Off

    • Paid Holidays
    • Paid Vacation
    • Volunteer Time Off
    • Summer Fridays
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Company Equity
    • 401(K) With Company Matching
    • Financial Counseling
  • Professional Development

    • Shadowing Opportunities
    • Access to Online Courses
    • Promote From Within
    • Learning and Development Stipend
    • Tuition Reimbursement
    • Mentor Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Lunch and Learns
    • Internship Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)