Job DescriptionVisa is seeking a strategic and outcome-oriented leader to own the full post-signing customer lifecycle for the Pismo cloud-native platform. As Senior Director, Regional Client Success, Delivery & Implementation, you will be accountable for successful onboarding, implementation delivery, adoption, value realization, and long-term customer success for banks and fintechs using Pismo's core banking and payments platform.
This role is the single regional owner for post-signing execution-from contract signature through steady-state operations and growth-leading regional teams across Implementation, Delivery, and Client Success while partnering closely with Product, Engineering, Sales, and Operations.
Key Responsibilities:
End-to-End Regional Ownership (Post-Signing):
- Own the full customer lifecycle in the region from contract signature through implementation, go-live, steady state, and expansion.
- Act as the single accountable executive for regional delivery quality, client outcomes, and satisfaction.
- Ensure seamless transitions from Sales to Delivery and Client Success with clear governance, success criteria, and escalation paths.
Lead Regional Delivery, Implementation & Client Success Teams:
- Hire, lead, and develop high-performing regional teams across Implementation, Delivery, and Client Success.
- Establish a culture of ownership, execution discipline, and customer-centricity.
- Set clear expectations, goals, and accountability for delivery execution and post-go-live success.
Drive Time-to-Deliver, Time-to-Value & Adoption:
- Be accountable for predictable delivery execution, implementation quality, and readiness for go-live.
- Own Time-to-Deliver (TTD) and Time-to-Value (TTV) outcomes across the regional portfolio.
- Drive sustained product adoption, usage maturity, and business value realization post-go-live.
Execution Excellence & Governance:
- Ensure strong delivery governance, risk management, and executive visibility across complex programs.
- Lead recovery plans for delayed or at-risk implementations and accounts.
- Maintain high standards for execution quality, operational readiness, and client experience.
Cross-Functional Collaboration:
- Partner with Product and Engineering to surface client insights, delivery learnings, and prioritization input.
- Collaborate with Sales and Account Management on deal shaping, implementation scoping, and expansion readiness.
- Coordinate with Operations and Support to ensure clean handoffs into BAU and long-term success.
- Proactively support Global Centre's of Excellence and ensure regional team members are contributing to CoE success through their OKRs.
Senior Client Engagement & Escalations:
- Serve as executive sponsor and escalation point for strategic and high-risk regional clients.
- Lead executive governance forums including QBRs and SteerCos.
- Build trusted relationships with client executives and decision-makers.
Data-Driven Performance Leadership:
- Track and manage performance across core KPIs including TTD, TTV, Product Adoption, Client Health, and NPS/CSAT.
- Use data to identify risks, prioritize interventions, and drive continuous improvement.
Executive Reporting & Regional Leadership:
- Provide regular executive-level reporting on client outcomes, delivery performance, risks, and trends.
- Translate operational insights into clear recommendations for Visa and Pismo leadership.
This is a hybrid position. Expectations of days in office will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
Preferred Qualifications:
- 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
- 12-15+ years of experience in enterprise SaaS, fintech, or financial services roles with direct delivery and customer ownership.
- 5+ years in senior leadership roles managing implementation, delivery, and/or client success teams across regions.
- Proven success delivering complex, multi-country implementations for banks or regulated financial institutions.
- Strong understanding of payments, issuer processing, or core banking platforms.
- Technically conversant with APIs, integrations, and cloud-native platforms.
- Data-driven leader with experience managing performance through KPIs and dashboards.
- Exceptional executive communication and stakeholder management skills.
- Willingness to travel across the region (approximately 20-30%).
U.S. Applicants OnlyThe estimated salary range for this position is $189.800,00 to $ 332.100,00 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.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis 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.
