Director Client Success

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