Account Manager, Customer Success - Featurespace at Visa

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..

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.