Customer Success Consultant

About the role

The Customer Success Consultant will act as the primary liaison for assigned Visa clients, guiding them through onboarding, adoption, and long‑term value realization of our payments platform. You will combine relationship management with deep technical expertise to ensure clients achieve their business objectives.

Key responsibilities

• Serve as the single point of contact for clients, managing the full customer lifecycle from onboarding to expansion.
• Translate client business goals into actionable success plans and monitor progress.
• Provide expert guidance on platform features, card payment processing, and core banking operations.
• Conduct regular check‑ins, training sessions, and meet‑ups to maximize platform utilization.
• Coordinate troubleshooting of technical issues with internal teams and ensure timely resolution.
• Lead operational and executive reviews to demonstrate value and drive adoption.
• Act as a customer advocate, feeding client feedback into product and service improvements.
• Monitor health metrics and usage data to proactively identify risks and opportunities.
• Document best practices and success stories, and help shape internal processes for better efficiency.

Required profile

• 5+ years of relevant experience with a Bachelor’s degree (or 2+ years with an advanced degree, or a PhD with no experience).
• Preferred: 6+ years of experience with a Bachelor’s degree or 4+ years with an advanced degree.
• Hands‑on capability to deliver payments transformation and integrate local switches in GCC markets, especially UAE.
• Experience operating in cloud environments, microservices, API/streaming architectures, and rigorous change‑control and release practices.
• Regulatory savvy with US banking controls and audit/compliance experience.
• Proven track record delivering complex, multi‑market projects using Agile, Lean, or hybrid methodologies.

Required skills

• Cloud platforms
• Microservices architecture
• API and streaming technologies
• Card payment processing
• Switch integration (e.g., Jaywan, AEP)
• Regulatory compliance (US banking controls)
• Agile, Lean, and hybrid project management