Sr Specialist, Customer Success Operations – Strategy & Enablement
About The Position
The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs. 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. Our Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Requirements
- Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
- Proven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution.
- Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly.
- Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams.
- Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows.
- Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies.
- Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands-on configuration experience is helpful but not required.
- Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes.
- Passionate about delivering for customers and championing a customer-centric mentality.
Responsibilities
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
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
Senior
Education Level
No Education Listed
