Mastercard is looking for a Senior Specialist, Customer Success to join its Services Customer Success team.
Mastercard powers economies and empowers people in more than 200 countries and territories worldwide. Together with its customers, the company helps build a sustainable economy where everyone can prosper, supporting a wide range of secure, simple, smart and accessible digital payment choices.
Role 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.
Regional Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard products and services. These teams support onboarding, provide ongoing strategic guidance and foster long-term customer relationships.
As a Customer Success Senior Specialist, you will help shape how Mastercard brings network products to market within the region, supporting tools, processes and insights that enable teams to deliver consistent and high-impact customer experiences.
Main focus:
Support the development and delivery of strategic priorities for Customer Success within Mastercard Services;
Support best-in-class go-to-market readiness for Customer Success teams in the region;
Work with key partners including Network Services, Product, Value Enablement and Marketing;
Enable common operating models and playbooks across Customer Success teams;
Develop flexible frameworks for key tools and customer segmentation strategies;
Create measurement frameworks with metrics and KPIs to evaluate performance and provide actionable insights.
Strategy and process design:
Support the execution of the region’s new product launch roadmap for Mastercard Services where Customer Success is in scope;
Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies and engagement frameworks;
Track outcomes clearly and consistently;
Support the implementation of scalable Customer Success practices across diverse product lines and customer segments.
Systems and tools:
Support the configuration and adoption of Gainsight and other systems in the Customer Success tech stack, including Salesforce and Tableau;
Implement integrated workflows that support white-glove, scaled and digital Customer Success motions;
Collaborate with internal teams to train users and support adoption;
Collect feedback to prioritize enhancements and ensure seamless user experiences.
Metrics and insights:
Track KPIs to measure Customer Success performance and customer health;
Define dashboards and reports for stakeholders, from executives to front-line teams;
Track leading indicators of positive outcomes;
Analyze trends to generate actionable insights.
Collaboration and enablement:
Work with Product, Value Enablement and Program teams to embed Customer Success metrics into broader business KPIs;
Champion Customer Success best practices across the organization;
Support change management initiatives;
Conduct research on emerging trends, including AI in Customer Success, to inform strategy and innovation.
Profile:
Passion for delivering value to customers and championing a customer-centric mindset;
Ability to understand the broader business context and align Customer Success strategies with sustainable customer outcomes;
Ability to partner with Product teams to accelerate customer value realization;
Experience using insights from market analysis, customer engagements and identified opportunities to support strategic decisions;
Ability to drive innovation and sustain competitive advantage;
Ability to design scalable processes and translate technical capabilities into business value;
Strong verbal and written communication skills;
Ability to work globally and cross-functionally;
Ability to influence stakeholders and gain buy-in;
Strong analytical skills, including visual storytelling and choosing effective graphs and visuals to communicate data insights;
Experience integrating customer success technology solutions, such as Gainsight, Salesforce and Tableau;
High degree of ownership and commitment to process optimization, efficiency and continuous improvement;
Experience managing organizational change, training colleagues and ensuring adoption of new processes and technologies, including AI.
Corporate security responsibility:
All activities involving access to Mastercard assets, information and networks carry inherent risk. Every person working for, or on behalf of, Mastercard is responsible for information security.
Follow Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of accessed information;
Report any suspected information security violation or breach;
Complete all periodic mandatory security training in accordance with Mastercard’s guidelines.
