Job DescriptionThe Vice President, Client Success, North America Financial Institutions, is a senior leadership role within the North America Client Services organization. This executive will lead the client experience and post-sale relationship strategy for Super Regional and Regional Financial Institutions, Sponsor Banks, and DPS clients across North America.
As a member of the North America Client Services Leadership Team, the Vice President will be accountable for client success outcomes, operational performance, solution adoption, and value realization across this strategically important portfolio. The role oversees the end-to-end post-sale experience, including onboarding, implementation, service delivery, optimization, issue resolution, and retention.
The Vice President will serve as an executive sponsor and trusted partner for senior client stakeholders while aligning Visa teams across Sales, Product, Technology, Finance, Risk, and Operations. This leader will also advance Visa's Client Success transformation by strengthening success planning, measurable outcomes, and the use of data, automation, and AI-enabled capabilities.
The ideal candidate is an accomplished payments executive with strong client leadership experience, sound business judgment, and a track record of building high-performing teams in a complex, matrixed environment.
ResponsibilitiesClient Strategy & Executive Engagement- Lead the Client Success strategy for Super Regional and Regional Financial Institutions, Sponsor Banks, and DPS clients across North America.
- Own client success outcomes and ensure clients realize measurable value from Visa products, services, and capabilities.
- Build trusted relationships with C-suite and senior client stakeholders, acting as an executive sponsor and strategic advisor.
- Partner with Sales on account planning, retention, revenue growth, and opportunities to expand solution adoption.
Service Delivery & Operational Excellence- Oversee the end-to-end post-sale client journey, including onboarding, implementation, operational support, optimization, and pre-renewal activities.
- Establish clear client health, satisfaction, adoption, and performance measures, including NPS, operational indicators, and relevant OKRs.
- Serve as the senior escalation point for high-impact issues and major incidents, ensuring coordinated, timely resolution.
- Identify and remove friction across the client journey through proactive engagement, disciplined service management, and continuous improvement.
People & Organizational Leadership- Build, develop, and lead a high-performing organization of people leaders and individual contributors.
- Set clear strategic direction and reinforce accountability for client outcomes, talent development, succession planning, and employee engagement.
- Coach leaders in alignment with Visa Leadership Principles and foster an inclusive culture of collaboration, innovation, and ownership.
Cross-Functional Leadership & Transformation- Align cross-functional teams across Client Services, Sales, Product, Technology, Finance, Risk, Legal, and Operations to deliver integrated client outcomes.
- Champion Visa's global Client Success transformation and implement the future-state vision across the portfolio.
- Use data, analytics, automation, and AI-enabled capabilities to improve decision-making, team effectiveness, and client value.
- Provide executive leadership with insights on client priorities, market trends, competitive dynamics, risks, and growth opportunities.
Business Management- Own portfolio performance, operating metrics, transformation OKRs, budget management, and resource allocation.
- Monitor client health and business performance, escalating material risks and recommending action.
- Provide clear executive reporting on results, priorities, and progress.
Travel- Be available for domestic and international travel up to approximately 20% of the time.
This is a hybrid position. Expectation of days in office 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 experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD.
Preferred Qualifications- 15+ years of experience in payments, financial services, technology, consulting, or a related industry.
- 10+ years of people leadership experience, including responsibility for leaders and geographically dispersed teams.
- Deep knowledge of payments, issuer processing, authorization, clearing, connectivity, settlement, and financial institution operations.
- Understanding of the business and operational needs of Super Regional and Regional Financial Institutions, Sponsor Banks, and fintech or payment ecosystem participants.
- Demonstrated success managing executive client relationships and influencing C-suite stakeholders.
- Experience leading client-facing organizations accountable for service delivery, operational excellence, solution adoption, and value realization.
- Proven ability to resolve complex cross-functional issues and lead transformation in a global, matrixed organization.
- Strong financial acumen, business judgment, executive communication, and stakeholder management skills.
- Working knowledge of AI concepts and applications that can create value for Visa and its clients.
Core Leadership Capabilities- Enterprise leadership and strategic thinking.
- Executive presence, influence, and trusted relationship building.
- Customer-centric success planning and value realization.
- Critical thinking, sound judgment, and creative problem-solving.
- Talent development, coaching, and organizational leadership.
- Data-driven decision-making, change leadership, and continuous improvement.
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $229,100 to $338,050 USD per year, which may include potential sales incentive payments (if applicable). If you are located in Colorado, the estimated salary range for this position is $ to $ USD per year. 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.
