Analyst, Client Success

Overview

Manage a portfolio of Pismo clients, predominantly in card issuing, and ensure they achieve their desired business outcomes from the Pismo platform. Serve as the primary day-to-day customer contact driving satisfaction, health, adoption, revenue realization and overall client success.

What you'll do

• 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.
• 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.
• 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 by identifying expansion opportunities and revenue realization initiatives.
• Partner with Commercial and Account Management teams on revenue growth and retention objectives.
• Develop 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.
• Build productive relationships with customer operational teams, program managers, product owners and business leaders.
• Engage with middle-management stakeholders and participate in senior leadership discussions when required.
• Coordinate across multiple internal teams to drive customer outcomes.
• Escalate risks, opportunities and customer concerns to Customer Success leadership.
• 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.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: Bangalore, India.
• Individual contributor role working independently while collaborating with Product, Engineering, Operations, Support and Commercial teams.