{"id":2555472,"url":"https://alion.io/job/visa-director-client-success-3","title":"Director, Client Success","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":170,"ghost_share":0,"stale_share":0.582,"repost_share":0.024,"time_to_fill_p50_days":23,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":131000,"max_usd":206000,"period":"year","method":"role_seniority_country_cell","sample_n":11},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T19:04:59Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T09:26:05Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us\nVisa 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.\nAt 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.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nThe Director, Client Success is a pivotal lead individual contributor responsible for owning the holistic post-sale Client Services relationship for applicable clients and providing operational solutions in support of growing clients’ business. 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.\nThis 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).\nThis role serves as a functional specialist, located in Toronto, Canada and reporting to the Sr Director responsible for the Client Services Team in Canada. The position provides subject matter expertise, operational guidance, and strategic support across client service initiatives, acting as a key liaison between stakeholders, business partners, and internal teams. Responsibilities include driving process improvements, supporting service delivery excellence, analyzing business requirements, resolving complex issues, and contributing to the development and implementation of best practices to enhance client satisfaction and operational effectiveness.\nResponsibilities include:\nOversee 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.\nEnsure Client operational goals and success metrics for their overall Visa product landscape are understood.\nBuild 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.\nDrive and deliver initiatives to improve client adoption of products and use of Visa’s self-service tools.\nProvide 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.\nEstablish working relationships with Client Services and other cross-functional subject matter experts to orchestrate consultation to resolve complex client issues and optimize client performance.\nDevelop 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.\nLead periodic operational reviews with clients and Visa stakeholders.\nAct, for applicable clients, as the escalation point for managing significant issues and major incident/crisis responses.\nShowcase operational excellence by supporting cross-functional initiatives to improve the Client experience, incorporating automated solutions to drive efficiency and productivity.\nProactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams as needed.\nInspire, 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.\nLead 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.\nThis role is a Hybrid position to be located in our Toronto, Canada location. Visa requires 3 days in office to be aligned with the selected candidate and hiring manager.\nQualifications\nBasic Qualifications:\n10 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\nExperience coaching or mentoring team members for skill and career development, informally or as part of a leadership role\nIn-depth knowledge of the payment industry (i.e., trends, threats, competitors, regulatory environments), client segment and region/market.\nPreferred Qualifications:\n12 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\nAnalytical skills to extract and synthesize relevant data into business solutions and provide sound analysis\nAble to communicate complex technical terms and/or processes in business language tailored to client\nAble to effectively prioritize and multi-task under deadlines\nKnowledge of Artificial Intelligence (AI) concepts and applications, and how they can be leveraged to create value for Visa and its clients\nExperience 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\nAbility to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.\nCertifications or qualifications in Client/Customer Success, project management or related areas of practice and expertise.\nAbility to lead cross-functional team members through high impact, complex business issues that do not have precedent or are ambiguous.\nAdvanced proficiency in the following skills:\nBuilding client relationships - Build credibility and create trust-based relations; partner with clients to build their business\nBecoming customer centric - Listen to and prioritize customer needs to drive value realization and build trusted partnerships\nSuccess planning - Build measurable actions plans to help clients achieve their business goals and realize value from their products/solutions\nClient engagement - Communicate clearly and effectively with clients\nProactiveness - Think ahead and take action\nCritical thinking - Take ownership over problems and find creative solutions to complex problems\nVisa is an EEO Employer\nQualified 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.\nVisa welcome and encourages application from persons with disabilities. 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