The Senior Consultant, Customer Success is a B2B client-facing individual contributor responsible for ensuring customers achieve maximum value, driving adoption, increasing customers engagement and maintaining high levels of satisfaction from our Pismo SaaS platform for card payments and core banking.  

This role acts as a trusted advisor to customers, communicating the value of the Pismo products. It combines technical expertise, operational know-how, business strategy and executive engagement. You will meet with customers on a regular basis to discuss business and tactical challenges, shape their definition of success with Pismo, and offer proactive advice on how to optimize or enhance the use of platform. The ideal candidate is a proactive person, driven by data to anticipate problems. 

Key Responsibilities: 

Client Engagement & Relationship Management:

• Serve as the primary point of contact for assigned clients, managing the end-to-end customer lifecycle from onboarding to extended adoption. 
• Build strong relationships with client stakeholders, understanding their business goals and translating them into actionable success plans.  
• Ability to develop strong relationships at C-level of enterprise companies. 

Technical & Operational Excellence:

• Provide expert guidance on platform features, card payment processing, and core banking operations.   
• Conduct regular check-ins, training sessions, and meet-ups to ensure customers are fully equipped to maximise platform value. 
• Coordinate technical issues troubleshooting with internal teams and escalate as needed to resolve client challenges. Ensure timely resolution. 

Customer Success Delivery:

• Develop a deep understanding of the customer business and industry to provide solutions and advice. 
• Conduct regular operational and executive reviews to ensure customers are leveraging the full capabilities of Pismo offerings.
• Act as a customer advocate within the company, being the voice of the customer, and representing their feedback and needs. 
• Monitor customer health metrics and usage data to proactively identify risks and opportunities. 
• Develop and execute strategies to drive user adoption, satisfaction, and retention. 

Process Improvement & Best Practices:

• Document and share best practices, and success stories with clients and internal teams.  
• Influence ability to adapt or implement new internal processes that result in improvements of the overall experience and organizational efficiency.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Required Skills & Experience:

• 10+ years in customer success, consulting, or technical account management, ideally within SaaS, card payments, core banking, or hyper-growth environment of B2B model
• Strong technical understanding of payment card processing, major networks (Visa, Mastercard), and core banking systems. 
• Experience in program management, solution deployment, and client training. 
• Excellent communication, stakeholder management, and problem-solving skills. 
• Analytical mindset with the ability to interpret data and drive actionable insights. 
• Structured and critical thinking and high focus on strategy and results.
• Detail-oriented with strong analytical, writing, and communication skills.
• Innovator soul and receptive to changes.
• Bachelor’s degree in business, Computer Science, or related field.
• Fluency in written and spoken English.

Preferred Attributes:

• Experience in the LATAM financial services market.
• Familiarity with SaaS platform delivery, customer onboarding, and regulatory requirements.
• Ability to manage multiple client projects and priorities independently.

What skills are coachable or nice-to-have?

• Technical related expertise (development, infrastructure, familiarity with architectural design), cloud knowledge (AWS, Azzure, Google).

Visa is an EEO Employer. Qualified 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.