Vice President, Customer Success

Mastercard•Purchase, NY

7d•$235,000 - $375,000•Onsite

About The Position

The Vice President of Customer Success for the Small and Medium Enterprise organization is responsible for post-sale revenue protection and growth across SME solutions, with direct accountability for customer adoption, retention, renewal execution, and expansion. The role owns the Customer Success operating model across North America SME and serves as the key point of accountability for identified customers. This position partners closely with NAM Sales/Account Managers, Product, Delivery, Support, and Services leadership to ensure customers realize overarching value from Mastercard overall capabilities while driving durable, multi-year revenue outcomes.

Requirements

Senior leadership experience in Customer Success, Account Management, or post sale roles within SaaS, payments, financial institutions, and data driven technology businesses
Proven ownership of retention, renewal, and expansion outcomes at enterprise scale
Experience partnering closely with Sales and Product leadership to drive customer outcomes and revenue growth
Focus in cross functional partnerships
Strong executive presence with the ability to influence C level customer and internal stakeholders
Deep understanding of customer lifecycle management and value realization in complex, regulated environments
Demonstrated ability to lead organizations through change, or operating model evolution

Responsibilities

Own gross and net retention outcomes for customers.
Lead renewal strategy, forecasting, and execution in close partnership with Sales and Revenue Operations, including executive level intervention on high risk or high value accounts.
Ensure customers successfully onboard, integrate, and operationalize their partnership with MC and opportunity for cross-sell.
Serve as the executive sponsor for the most strategic and complex customers.
Lead executive business reviews, manage escalations, and maintain senior stakeholder relationships where renewal or expansion outcomes depend on executive alignment.
Identify and drive expansion opportunities within existing accounts in the financial institution, merchant, acquirer, processor, and digital partnership spaces including increased volume, new use cases, additional products, and broader adoption across business units and geographies.
Partner with Sales leadership on account strategy and expansion deal execution.
Design and lead the Customer Success coverage model, including account segmentation, engagement cadence, and role clarity.
Ensure Directors and Customer Success Managers are aligned to the highest risk and highest impact accounts.
Lead and develop Customer Success Directors.
Set clear performance expectations tied to customer outcomes, coach leaders through complex situations, and build a resilient, accountable Customer Success organization.
Partner with Product, Sales, Delivery, Support, and Services teams to resolve customer issues, influence roadmap priorities based on customer feedback, and ensure closed loop communication.
Represent the voice of the customer in product and go to market discussions.
Define and review Customer Success KPIs including customer health, churn risk, renewals, expansion pipeline, executive engagement, and customer satisfaction.
Use data driven insights to prioritize leadership attention and investment.

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