Director, Customer Success Strategy
About The Position
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success Center of Excellence team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem.
Requirements
- Demonstrated experience in Product Management or Commercialization in complex technology, data, payments, or services driven environments
- Advanced proficiency in optimizing global processes to enhance efficiency and provide superior customer experiences
- Exceptional communication skills to effectively convey the vision, goals, and progress of customer success initiatives both internally and externally
- Proven ability to influence and align stakeholders across global, matrixed organizations without direct authority by generating value with key stakeholders across the organization
- Ability to establish, monitor and refresh key performance indicators (KPIs) to measure and drive customer success that contributes to mutual profitability and growth
- Capability to drive thought leadership, articulate strategy, and communicate value propositions
- Knowledge and understanding of payments technology, product management and/or commercialization, and the application of that knowledge to address customer/market needs
- Equally confident setting strategic direction and rolling up your sleeves to execute, learn, and iterate
- Strong alignment with Mastercard’s values, including inclusion, integrity, collaboration, and innovation
Responsibilities
- Translates enterprise customer success strategy into actionable functional roadmaps and strategic initiatives
- Designs scalable customer success approaches that improve retention, satisfaction, and lifetime value
- Recommends and implements the adoption of best practices, tools, and processes that standardize customer success strategy execution
- Partners with Product, Finance, Value Enablement, Commercialization, and Sales teams to evaluate pricing models, service tiers, and monetization opportunities
- Uses customer, financial, and performance data to assess strategy effectiveness and refine priorities
- Communicates strategic progress, insights, and recommendations to senior leadership
- Serves as a strategic advisor shaping enterprise customer success strategy and engagement models
- Influences senior stakeholders on customer-centric investment and prioritization decisions
- Defines success metrics and measurement models for customer success strategy effectiveness
- Mentors team members by sharing best practices, innovative techniques, and emerging trends to develop expertise and capabilities around their discipline
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
