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Job Description
Roles & Responsibilities
Overview
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.
Responsibilities
The Director, Digital Customer Success is responsible for executing and optimizing Mastercard s digital-led customer success model, ensuring customers achieve measurable outcomes at scale through thoughtfully designed one-to-many customer experiences.
This role focuses on operationalizing digital customer journeys across onboarding, adoption, value realization, retention, expansion readiness, and advocacy, leveraging technology, analytics, and targeted human engagement in partnership with global and regional Customer Success teams as well as cross-functional stakeholders.
Execute and continuously improve digital customer success journeys aligned to the global CS strategy
Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy
Ensure journeys are scalable, outcome driven, and supported by data and automation
Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting
Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions
Support regional CS teams with guidance, tooling, and best practices for consistent execution
Act as a key execution partner between the CS COE and regional CS teams
Support change adoption of digital customer success motions across stakeholders
Contribute customer insights to improve products, processes, and overall customer experience
Leads digital CS initiatives, programs, or pods via virtual teaming
Influences outcomes through collaboration and program leadership rather than enterprise wide ownership
Serves as a role model for digital first, datadriven customer success execution
Desired Candidate Profile
Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments
Customer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions
Proven success leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes
Execution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale
Deep understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios
Highly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results
Effective collaborator and influencer, able to partner closely with regional Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution
Deep understanding of the end-to-end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth
Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard s products and services
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Marketing
- Brand Management
- Marketing Research
- Digital Marketing
Keywords
- Manager
- Digital Customer Success
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MasterCard
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.