Director, Digital Customer Success

About the role

Mastercard's Services division acquires, engages and retains customers by managing fraud and risk, strengthening cybersecurity and improving the digital payments experience. It is expanding its Services Customer Success Center of Excellence team, which helps customers achieve their outcomes and maximizes the value of products and services. The Director, Digital Customer Success executes and optimizes Mastercard's digital-led customer success model, turning digital customer journeys into scalable, outcome-driven programs.

Key responsibilities

• 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
• Make journeys scalable, outcome driven and supported by data and automation
• Turn the Digital CS strategy into repeatable programs, playbooks and assets with clear measurement through reporting
• Partner with Product, Enablement, Analytics and Technology teams to deliver effective digital motions
• Support regional CS teams with guidance, tooling and best practices, and act as a key execution partner between the CS COE and regional teams
• Lead digital CS initiatives, programs or pods via virtual teaming, influencing outcomes through collaboration rather than enterprise-wide ownership
• Contribute customer insights to improve products, processes and the overall customer experience

Required profile

• Demonstrated experience leading Digital, Scaled or Programmatic Customer Success initiatives in complex technology, data, payments or services environments
• Track record of driving adoption, engagement and value realization through scalable, digital-first customer success approaches
• Proven success leading initiatives and supporting teams through change by promoting digital-first ways of working and operational discipline
• Ability to turn strategy into repeatable programs, journeys and playbooks that deliver measurable outcomes at scale
• Deep understanding of the end-to-end customer lifecycle and business objectives, supporting retention, renewal readiness and long-term growth

Required skills

• Customer Success platforms (Gainsight experience preferred)
• CRM systems, marketing automation tools and product analytics
• Highly analytical, using customer insights, usage data and performance metrics to optimize experiences
• Strong collaboration with regional CS teams, Product, Enablement, Analytics, Technology and Sales