Analyst, Client Success
Visa · Posted Oct 17
Digital payment technology platform and global payment card services corporation
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About the role
Visa is a payments technology company facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. This Client Success Analyst role sits with the Pismo team, supporting a portfolio of card issuing clients on Pismo's card issuing platform. The analyst acts as the primary day-to-day customer contact, driving customer health, satisfaction, product adoption and revenue realization while coordinating with Product, Engineering, SRE, Operations, Support and Commercial teams from the Bangalore office.
What you will do
- Serve as the primary owner for an assigned portfolio of customer accounts.
- Develop a deep understanding of each customer's business objectives, operating model, and strategic priorities.
- Ensure customers achieve their desired outcomes through effective use of Pismo's card issuing platform.
- Build trusted relationships with customer stakeholders across operational, technical, and management levels.
- Lead regular operational reviews and governance discussions with customers.
- Act as the customer's advocate within Pismo and ensure commitments are delivered.
- Own and continuously improve Customer Health Scores for assigned customers.
- Drive customer satisfaction and Net Promoter Score (NPS) improvements through proactive engagement.
- Monitor customer sentiment, platform usage, service performance, and support trends to identify success opportunities and risks.
- Establish and execute action plans for customers showing signs of declining health.
- Drive proactive communication and follow-up to prevent escalations and strengthen customer confidence.
- Ensure customers realize the value of their investment in the Pismo platform.
- Drive adoption of contracted products, features, and capabilities.
- Identify opportunities to increase platform utilization and business value.
- Support account planning activities by identifying expansion opportunities and revenue realization initiatives.
- Partner with Commercial and Account Management teams to contribute to revenue growth and retention objectives.
- Develop strong knowledge of Pismo's card issuing platform, payment processing flows, APIs, product capabilities, and operational processes.
- Act as the coordination point between customers and internal Product, Engineering, SRE, Operations, and Support teams.
- Manage customer-reported issues through investigation, follow-up, communication, and resolution.
- Translate customer business requirements into actionable internal discussions.
- Ensure timely customer communication during incidents, enhancements, and platform changes.
- Build productive relationships with customer operational teams, program managers, product owners, and business leaders.
- Engage confidently with middle-management stakeholders and participate in discussions with senior leadership when required.
- Coordinate effectively across multiple internal teams to drive customer outcomes.
- Escalate risks, opportunities, and customer concerns appropriately to Customer Success leadership.
- Monitor and analyze customer performance metrics, health indicators, and adoption trends.
- Prepare customer scorecards, operational reports, governance materials, and business reviews.
- Identify trends, risks, and opportunities through data-driven analysis.
- Provide recommendations to improve customer experience, adoption, and operational efficiency.
Skills used in this role
What the employer is looking for
- Bachelor’s Degree or an Advanced Degree
- 3-6 years of experience in Customer Success, Client Services, Technical Account Management, Program Management, Payments Operations, Consulting, or related fields.
- Experience within payments, card issuing, fintech, banking, SaaS, or technology industries.
- Strong understanding of customer lifecycle management and customer success principles.
- Ability to independently manage customer relationships and workstreams.
- Strong analytical, communication, and problem-solving skills.
- Demonstrated ability to coordinate cross-functional teams and manage competing priorities.
- Excellent written and verbal communication skills.
Preferred qualifications
- Knowledge of card issuing, authorization processing, disputes, settlement, digital wallets, and payment network ecosystems.
- Experience working with API-based platforms and modern cloud technologies.
- Familiarity with Visa and Mastercard issuing environments.
- Experience managing customer health programs, adoption tracking, and business reviews.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Visa
Visa Inc. is a multinational payment card services corporation that facilitates electronic funds transfers worldwide. The company empowers global commerce through its secure digital payment network, connecting consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.
- Industry
- Banking
- Company size
- 34100 employees
- Founded
- 1958-09-18
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $17.9B raised
- 2008-03-19IPO$17.9B
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Product and Strategy Officer
Group President, Global Markets
Vice Chair, Chief People and Corporate Affairs Officer
Recent coverage
Visa Newsroom
Visa Reports Strong Fiscal Year Financial Results and Record Payment Volumes2025-10-25
Business Wire
Visa Expands Value-Added Services Portfolio with New Global Merchant Capabilities2026-02-14
PR Newswire
Visa Appoints New Leadership to Accelerate Next-Gen Digital Payment Infrastructure2026-06-05