Manager, Customer Success
About The Position
The Client Success team is seeking a Manager, Financial Institutions – Customer Success (CSM) to serve as the strategic liaison between Mastercard and our financial institution clients. This role is responsible for driving executive level engagement with strategic clients, ensuring measurable value realization from Mastercard solutions, and identifying growth opportunities. You will partner closely with cross functional teams to deliver a seamless client experience and support long term retention and expansion. This role blends deep client partnership, operational leadership, and cross functional collaboration to support complex FI clients.
Requirements
- Experience in customer success, account management, consulting, or a similar client facing role
- Strong understanding of client success management principles and strategic account ownership
- Experience working with financial institutions, fintechs, or regulated industries preferred
- Familiarity with SaaS, API based, or platform driven solutions
- Proven ability to manage senior and C level stakeholder relationships
- Strong communication and presentation skills, including executive level storytelling
- Analytical mindset with experience translating data into actionable insights
- Proactive, client centric approach with strong problem solving skills
- Ability to operate effectively in complex, ambiguous environments
- Experience collaborating with Sales, Product, Technology, and Operations teams
- Strong organizational skills and ability to manage multiple priorities simultaneously
- Prior experience in payments, fintech, or financial services strongly preferred
Nice To Haves
- Open banking experience a plus
Responsibilities
- Develop a deep understanding of Mastercard’s solutions and services and advise clients on how to maximize value
- Own and manage executive level relationships across assigned FI clients, acting as a trusted advisor
- Lead the end to end client success lifecycle, from onboarding through adoption, growth, renewal, and retention
- Drive customer adoption, value realization, and retention strategies across strategic accounts
- Identify upsell and expansion opportunities by uncovering new use cases and evolving client needs
- Engage clients on industry trends, new products, and solutions that drive business outcomes
- Create and execute strategic account plans with measurable objectives and success metrics
- Monitor client health and performance metrics, delivering actionable insights and recommendations
- Partner closely with Sales, Product, Technology, and Operations teams to ensure aligned execution
- Act as the primary escalation point for high priority issues related to customer health, billing, contracts, or operations
- Lead client facing meetings, including QBRs, strategic planning sessions, and renewal discussions
- Contribute to the evolution of scalable Client Success engagement models and best practices
- Abide by Mastercard’s security policies and practices
- Ensure the confidentiality and integrity of accessed information
- Report any suspected information security violations or breaches
- Complete all mandatory security training in accordance with Mastercard guidelines
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
Manager
Education Level
No Education Listed
