Job Specifications
Founded by experienced entrepreneurs and engineers in 2016, Pismo is a technology company that provides a comprehensive processing platform for banking, card issuing and financial market infrastructure and helps customers innovate and build the next generation of banking and payment solutions. Pismo joined Visa in 2024.
Leveraging Visa’s solutions, our core platform, and an expanding suite of capabilities, Pismo addresses the technological challenges that large banks, marketplaces, and fintech companies face in migrating from legacy systems to more advanced technology in the market. Pismo’s cloud-based platform empowers firms to build and launch financial products rapidly, scaling as they grow to have a broader audience while keeping high security and availability standards.
Pismo’s 500+ employees are located in more than 10 countries around the world.
Job Description
Pismo is seeking a bold, transformative leader to build and scale a world-class Client Success function for the EMEA region. This is not a maintenance role—it is a mandate to architect, build, and own the entire client experience (from post implementation through crisis management, and long-term value creation).
You will lead, recruit and continually develop a global high-performing team of Client Success Partners, instilling a culture of ownership, precision, and continuous improvement. You’ll work shoulder-to-shoulder with Sales, Product, Technology, Operations, Visa Client Services, and Control Functions to translate client needs into actionable, scalable solutions that drive growth and operational excellence.
We are looking for a builder—a hands-on leader who spearheads change and inspires through action. You are driven to uncover the root of any problem, develop a strategy, and execute the plan to solve it. You will lead, recruit and continually develop regional high-performing team, embedding a culture of ownership and precision while partnering shoulder-to-shoulder with Sales, Product, and Technology to drive growth and operational excellence.
Evolve and Scale the Client Lifecycle: Guide strategy to enhance post-onboarding experience, and support frameworks, creating a globally consistent, highly scalable model ready for exponential growth.
Champion Growth and Development: Provide mentorship and coaching, champion career development paths, and ensure the team has the resources to excel. Strategically recruit to add new capabilities that complement existing strengths and prepare for future challenges.
Lead Value Mapping Sessions: Design and facilitate structured value mapping sessions with clients to deeply understand their growth strategies, business objectives, and evolving needs. Use these insights to identify opportunities for product adoption, upsell, and cross-sell, ensuring alignment with both client goals and the Pismo’s strategic objectives.
Accelerate Operational Uplift Strategy: Lead investments in automation, AI, and data analytics to unlock efficiency, remove friction, and empower proactive, high-impact client engagement.
Deepen Data-Driven Culture: Advance analytics capabilities to empower every team member with insights that drive proactive decisions and demonstrate measurable value to clients and the business.
Own Key Success Metrics: Build a data-driven approach to improve customer retention, satisfaction (NPS/CSAT), and lifetime value (CLTV) and Net revenue retention.
Drive Productivity: Massively increase productivity through AI and process excellence. Deliver fast, easy service via digitized experiences that deflect routine issues from team members.
Lead Incident Response and Escalations: Serve as the senior point of contact for critical client situations. Manage incident response protocols and lead high-quality after-action reviews to uncover root causes and drive systemic improvements.
Sales & Solutioning Partnership:
Collaborate with Sales and Solutioning: Understand client requirements using customer success planning tools and value mapping sessions and design solutions aligned with Pismo and Visa’s capabilities and strategic objectives.
Engage in Client Presentations: Participate in RFP responses and solution workshops to ensure alignment and set clear expectations.
Provide Strategic Feedback: Share client insights and trends with Product and Technology teams.
Client Servicing:
Oversee Client transitions: Ensure seamless transitions from implementation team for new clients.
Develop Scalable Frameworks: Create Customer success models that support rapid client growth and consistent delivery.
Monitor Client Health: Proactively address risks to adoption, satisfaction, and retention.
Partner for Service Excellence: Collaborate with Visa Client Services, pismo operations, implementation, product, technology and engineering teams to define and drive standards for customer success management and servicing maturity.
Support, Incident Management & Escalations:
Lead Regional Support: Ensure high-quality, 24/7/3