Director, Customer Success-2
About The Position
The Director of Customer Success for Small and Medium Business is a key leadership role responsible for the health, retention, and growth of a defined customer segment within Mastercard’s Small and Medium Business organization in the North America market. This role manages strategic financial institutions, fintechs, digital partners, processors and acquirers and merchant customers with meaningful revenue responsibility. The Director is accountable for customer outcomes, executive relationships, and commercial performance across the segment. This includes renewals, expansion, and long term value creation in close partnership with Sales, Product, Risk, and Operations teams. This position operates at a director level within the SMB team and requires strong leadership presence, commercial acumen, and the ability to engage credibly with senior customer executives.
Requirements
- Proven experience in Customer Success or Account Management teams in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses
- Demonstrated ownership of revenue, renewals, and expansion outcomes at scale
- Strong executive presence with experience engaging key levels within organizations and customer stakeholders
- Ability to operate cross functionally in a matrixed organization
- Experience managing strategic, high value customer portfolios
Responsibilities
- Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment
- Be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio
- Partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable
- Identify early risk signals, prioritize intervention strategies, and manage executive level escalations
- Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers
- Ensure each strategic account has a clear success plan, value narrative, and executive engagement model
- Guide Small and Medium Business discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk
- Balance customer experience with Mastercard revenue objectives and long term partnership goals
- Own and maintain senior executive relationships at key customer accounts where appropriate
- Act as an executive sponsor for high value customers and complex negotiations
- Represent the voice of the customer internally to influence product direction, service models, and investment priorities
- Collaborate closely with SMB Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities
- Partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input
- Align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery
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
