At a Glance
- Tasks: Drive customer satisfaction and growth by being a trusted partner to clients.
- Company: Join Visa, a global leader in payments technology with a mission to uplift everyone.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact in the fintech world while developing your skills.
- Qualifications: Experience in customer success or account management in fintech or SaaS.
The predicted salary is between 60000 - 80000 £ per year.
About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
What is it all about? You will be responsible for driving customer value, satisfaction, and long‑term growth by serving as a trusted partner to assigned clients. This role focuses on supporting customers’ strategic objectives in risk mitigation, ensuring successful adoption of Featurespace solutions, and protecting and expanding revenue through renewals and growth opportunities. You will act as the primary operational point of contact for customers, serving as a subject matter expert on Featurespace products and services while coordinating cross‑functionally to deliver a consistent, high‑quality client experience.
Your Day to Day Responsibilities:
- Build and strengthen long‑term relationships with business and technical stakeholders across assigned accounts.
- Serve as the primary point of contact for customer engagement, including operational calls, business reviews, and issue resolution.
- Support Tier 1 enterprise accounts in partnership with the Strategic Enterprise Customer Director, including coordination of business reviews, internal steering committees, and escalations.
- Own full commercial responsibility for Tier 2 accounts, including contract renewals and expansion of existing investments in Featurespace solutions.
- Develop and execute strategic account plans aligned to agreed targets, KPIs, and customer outcomes.
- Identify, develop, and support revenue expansion opportunities in collaboration with commercial and sales teams.
- Coordinate internal teams to support customer onboarding, implementation, and ongoing projects.
- Conduct ongoing risk assessments across assigned accounts and proactively mitigate potential issues.
- Manage customer escalations and identify emerging risks to minimize disruption and protect relationships.
- Act as the voice of the customer internally, ensuring feedback is communicated to delivery teams and senior leadership.
- Translate complex technical initiatives into clear, customer‑focused messaging and outcomes.
- Partner with marketing to support customer advocacy, case studies, and participation in customer events.
- Support development of statements of work (SOWs) and contractual scoping for new and expanded engagements.
- Contribute to continuous improvement of customer success processes and engagement models.
- Provide coaching, collaboration, and support to peers as needed.
- Perform other duties as assigned.
This is a hybrid position, with the expectation of 3 days per week in either the Cambridge or London office.
Qualifications Required:
- Experience in one or more of the following industries: Payments, Banking, Insurance, Fraud, Risk, or Cybersecurity.
- Demonstrated experience managing customer or client accounts independently.
- Experience in customer success, account management, or client services within fintech or SaaS environments.
- Experience working with both business and technical stakeholders.
- Proven ability to support renewals, commercial discussions, and revenue‑related goals.
- Ability to navigate complex technical environments and translate concepts for customers.
- Strong organisational, project coordination, and time‑management skills.
- Willingness and flexibility to travel as required.
Strategic Customer Success Manager, FinTech SaaS employer: Tink
At Visa, we pride ourselves on being a world leader in payments technology, offering our employees the chance to make a significant impact in a dynamic and inclusive environment. With a strong focus on professional growth, we provide ample opportunities for skill development and career advancement, all while fostering a collaborative culture that values innovation and customer success. Join us in either our Cambridge or London office, where you can thrive in a hybrid work model that promotes work-life balance and meaningful contributions to communities worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager, FinTech SaaS
✨Tip Number 1
Network like a pro! Reach out to people in the FinTech space, especially those who work at Visa or similar companies. Use LinkedIn to connect and engage with them; you never know who might help you land that interview!
✨Tip Number 2
Prepare for those interviews by understanding Visa's products and services inside out. Be ready to discuss how your experience aligns with their goals, especially around customer success and risk mitigation. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate how you can drive customer value and satisfaction. Think about specific examples from your past roles that demonstrate your ability to manage accounts and support renewals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and making an impact at Visa.
We think you need these skills to ace Strategic Customer Success Manager, FinTech SaaS
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Strategic Customer Success Manager role. Highlight your experience in fintech or SaaS, and showcase how you've driven customer satisfaction and growth in previous roles. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the job description. Whether it’s managing client accounts or navigating complex technical environments, we want to know how you’ve made an impact.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point while still showcasing your personality!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Visa!
How to prepare for a job interview at Tink
✨Know Your Stuff
Make sure you have a solid understanding of Visa's products and services, especially those related to customer success in the FinTech space. Familiarise yourself with Featurespace solutions and be ready to discuss how they can drive customer value and satisfaction.
✨Showcase Your Relationship Skills
Prepare examples that highlight your experience in building long-term relationships with clients. Think about times when you've successfully managed customer accounts or resolved issues, and be ready to share these stories during the interview.
✨Be Ready for Technical Discussions
Since this role involves working with both business and technical stakeholders, brush up on your ability to translate complex technical concepts into clear, customer-focused messaging. Practice explaining technical initiatives in simple terms to demonstrate your communication skills.
✨Demonstrate Strategic Thinking
Think about how you would develop and execute strategic account plans. Be prepared to discuss your approach to identifying revenue expansion opportunities and how you would align these with customer outcomes. This will show your potential employer that you're proactive and results-driven.
