Director, Customer Success Strategy

Our Purpose
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.
Title and Summary
Director, Customer Success Strategy
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, Customer Success Strategy leads the development and implementation of strategic Customer Success plans for Services, ensuring that functional initiatives are closely aligned with organizational goals and driving improvements in processes, programs, and policies. This role requires a strategic thinker who excels at navigating complex environments, making optimization recommendations with their eye on short to long-term step change improvements, and influencing cross-functional teams to embed customer success at the core of how Mastercard serves customers.
The Director is responsible for overseeing the Customer Success scope for network products within Services, clarifying which products and themes are included, and enhancing go-to-market strategies to optimize value for customers and Mastercard. This position involves working closely with teams in Product, Commercialization, Sales, Marketing, Legal, Technology, and Operations.• Translates enterprise customer success strategy into actionable functional roadmaps and strategic initiatives • Designs scalable customer success approaches that improve retention, satisfaction, and lifetime value• Recommends and implements the adoption of best practices, tools, and processes that standardize customer success strategy execution• Partners with Product, Finance, Value Enablement, Commercialization, and Sales teams to evaluate pricing models, service tiers, and monetization opportunities • Uses customer, financial, and performance data to assess strategy effectiveness and refine priorities• Communicates strategic progress, insights, and recommendations to senior leadership• Serves as a strategic advisor shaping enterprise customer success strategy and engagement models• Influences senior stakeholders on customer-centric investment and prioritization decisions• Defines success metrics and measurement models for customer success strategy effectiveness• Mentors team members by sharing best practices, innovative techniques, and emerging trends to develop expertise and capabilities around their discipline
All About You:• Demonstrated experience in Product Management or Commercialization in complex technology, data, payments, or services driven environments• Advanced proficiency in optimizing global processes to enhance efficiency and provide superior customer experiences • Exceptional communication skills to effectively convey the vision, goals, and progress of customer success initiatives both internally and externally• Proven ability to influence and align stakeholders across global, matrixed organizations without direct authority by generating value with key stakeholders across the organization• Ability to establish, monitor and refresh key performance indicators (KPIs) to measure and drive customer success that contributes to mutual profitability and growth• Capability to drive thought leadership, articulate strategy, and communicate value propositions • Knowledge and understanding of payments technology, product management and/or commercialization, and the application of that knowledge to address customer/market needs• Equally confident setting strategic direction and rolling up your sleeves to execute, learn, and iterate • Strong alignment with Mastercard's values, including inclusion, integrity, collaboration, and innovation
Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 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; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.
Pay Ranges
O'Fallon, Missouri: $136,000 - $224,000 USD
Atlanta, Georgia: $136,000 - $224,000 USD
Chicago, Illinois: $136,000 - $224,000 USD