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Job Description

Job Summary

The Client Success Analyst is an individual contributor responsible for managing a portfolio of Pismo clients predominantly in card issuing and ensuring they achieve their desired business outcomes from the Pismo platform. Acting as the primary day-to-day customer contact, the Analyst drives customer satisfaction, customer health, product adoption, revenue realization, and overall client success.

This role will be based in Bangalore, India.

The role combines customer relationship management, technical coordination, operational oversight, and business consulting. The Customer Success Analyst works independently to manage customer engagements while collaborating closely with Product, Engineering, Operations, Support, and Commercial teams to deliver customer outcomes. For complex situations, strategic opportunities, and executive escalations, the Analyst will partner with Customer Success leaders and management.

The ideal candidate is customer-focused, technically competent, commercially aware, and capable of building trusted relationships with both operational and management-level stakeholders within client organizations and Pismo.

Key Responsibilities Customer Ownership & Business Outcomes

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.

Customer Health, Satisfaction & NPS

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.

Revenue Realization & Growth

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.

Technical Coordination & Issue Management

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.

Stakeholder Management

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.

Reporting & Insights

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.

Success Measures

The Customer Success Analyst will be accountable for:

Customer Health Score improvement
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Revenue realization against contracted commitments
Product adoption and engagement metrics
Customer retention and renewal readiness
Reduction in customer escalations
Timely resolution and management of customer issues
Delivery of customer success plans and agreed outcomes
Positive customer and stakeholder feedback

Qualifications

Required Qualifications

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.

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.

Analyst, Client Success (API, Payments, NPS, CSAT)

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