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
Specialist, Customer Success
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 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 will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.
Responsibilities
Project Management & Execution:
• Manage multi-workstream launch plans, ensuring stakeholder alignment, documentation tracking, internal and external communication, and milestone completion across markets.
• Own the planning and execution of hypercare cadence: weekly planning sessions, cross-functional checkpoints, and internal training.
• Track adoption KPIs, customer engagement status, and risks across accounts and markets, and report insights to leadership.
• Serve as the primary point of contact during launch windows, escalating blockers and ensuring timely cross-functional resolution.
• Define governance and processes to streamline future launches and ensure success can be easily measured.
Value Realization & Customer Advocacy:
• Segment customers and define optimal engagement plans (for both 1:1 and 1:many).
• Identify opportunities to optimize early product experience and enhance customer value perception, driving long-term satisfaction and reducing opt-outs.
• Capture structured customer feedback during early usage and share with stakeholders.
• Build playbooks that helps Customer Success Managers to deliver value via best practices, guided walkthroughs, and contextual insights tailored to issuer and acquirer profiles.
Ideal Candidate Profile:
Customer-Facing Experience:
• Experience in Program or Project Management, Customer Success, or Customer Communications.
• Ability to simplify complex technical concepts and communicate clearly with both business and technical stakeholders.
• Comfortable understanding ROI metrics.
Project & Launch Management:
• Strong project management skills with experience coordinating across multiple teams (Product, Account Teams, Finance, etc.) during time-sensitive launches.
• Demonstrated ability to structure workstreams, manage deadlines, run updates/stand-ups, and escalate issues effectively.
• Develops relationships quickly with several stakeholders.
Technical & Analytical Aptitude:
• Comfortable working with data, dashboards, and performance metrics to monitor customer health, adoption, and emerging risks.
• Curiosity to understand new technical products.
All About You:
• Experienced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
• Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
• Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
• Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
• Experience in identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
• Experience in creative thinking and development of innovative solutions to complex customer challenges
• Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
• Experience working with at least some of the following: large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
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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.