Director Client Success and Business Planning

About the Role

Visa (KSA) is seeking a Director - Client Success and Business Planning to manage the comprehensive post-sale Client Services relationship for assigned clients. This full-time position, based in Riyadh, involves delivering operational solutions to support business growth and acting as a trusted client advocate. The Director will proactively enable new capabilities, support geographic expansion, and promote product adoption, providing strategic guidance and thought leadership during solution development.

Role Context and Objectives

This role serves as a key advisor to leadership on portfolio health, investment priorities, organizational effectiveness, and long-term business objectives. The Director is at the forefront of Visa’s Client Success transformation, partnering closely with key clients to maximize benefits realization and value from Visa products by optimizing performance. Working with Account Team members from Sales and Product, the Director drives Client Success outcomes aligned with Visa’s business agenda and defines client support and service implementation strategies that deliver value and support Visa’s strategy. This position requires over 10 years of experience and reports to the KBO CSM lead.

Key Responsibilities

• Drive portfolio governance and performance tracking, including Signed Not Live (SNL) pipeline oversight, readiness case management, risk identification, and escalation of off-track opportunities.
• Support business planning and reporting processes, including OKR tracking, performance scorecards, reporting packs, and preparation for leadership reviews and business cadences.
• Coordinate cross-functional execution of strategic priorities, partnering with CSMs, product teams, readiness teams, and sales stakeholders to drive accountability, remove blockers, and improve operational outcomes.
• Provide analytical and operational support to the leadership team, delivering insights, deep-dive analysis, and recommendations to improve activation, revenue realization, and overall business performance.
• Oversee implementation of new Visa products by coordinating Client and Visa teams to expedite readiness and maximize adoption.
• Build and sustain trusted client advocate status by executing Client Success Plans and tracking client-specific outcomes, including product adoption and performance.
• Drive initiatives to improve client adoption of products and use of Visa’s self-service tools.
• Provide thought leadership on market trends, payment processing, Visa solutions, and technologies to enhance the Client experience and generate new sales leads.
• Establish working relationships with Client Services and cross-functional subject matter experts to resolve complex client issues and optimize performance.
• Develop client education and training materials to communicate new Visa Rules, mandates, and business enhancement releases.
• Lead periodic operational reviews with clients and Visa stakeholders.
• Act as escalation point for significant issues and major incident/crisis responses.
• Support cross-functional initiatives to improve the Client experience, incorporating automated solutions for efficiency and productivity.
• Proactively identify and drive opportunities to optimize client performance by monitoring client health and liaising with specialist Visa teams.
• Coordinate and collaborate with global, regional, and in-market Client Success team members to maintain a continuous 360-degree view of the Client.
• Lead implementation of key strategic initiatives in support of global Client Success transformation.

Qualifications and Requirements

• Over 12 years of relevant professional experience.
• Demonstrated professionalism and strong interpersonal skills to influence and manage relationships with internal and client stakeholders.
• Digital fluency, including the ability to work with emerging technologies such as Generative AI tools (*, ChatGPT, Microsoft Copilot, Claude) to support everyday work.

Work Environment

This role is based in Riyadh. Visa requires at least 3 days in the office, with specific expectations to be confirmed by the Hiring Manager.