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Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Director, Customer Success
Our purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Job Title: Director of Customer Success
Team purpose
Mastercard Digital Labs is a highly awarded global innovation lab, driving innovation for our customers and accelerating their new product development with services across strategy, design, development and product launch.
We are experts in payments and commerce and our customers’ businesses. We work at the intersection of design thinking and digital transformation to deliver truly exceptional products that delight our customers and their customers.
Role purpose
As the Director of Customer Success, you will be responsible for driving customer satisfaction, retention, and growth by maximizing the value customers derive from implementing our products. You will identify customer opportunities and define new services, building a successful pipeline of work with the ambition to build a new business with a new team within Digital Labs.
Key responsibilities
Analysis and benchmarking – work across our global customer base with our product teams to identify, quantify and prioritise areas of opportunity. Benchmark customer implementations of our solutions to identify Customer Success opportunities
Pipeline development – work with account and business development teams to scope and pitch specific consulting engagements to our customers, establishing and growing a pipeline of Customer Success work
Customer engagement and relationship management – act as a trusted adviser and SME for our account teams and Customer Solution Centres
Customer success delivery – scope engagements and set key performance metrics to measure and optimise performance and value
Customer Success advocacy – champion our work and upskill our teams and consulting workforce to embed good practice in future implementations and amplify our scale and reach
Team development and leadership – build, coach and inspire a high-performing customer success team, fostering a culture of excellence, collaboration, and continuous improvement
Qualifications
Passion for customer advocacy and a relentless commitment to delivering exceptional customer experiences
Experience building and scaling a Customer Success capability
Proven track record of success in a customer-facing leadership role, preferably within the payments technology or SaaS industry
Experience in innovation labs and design thinking
Strong strategic thinking and analytical skills, with the ability to translate customer insights into actionable strategies and initiatives
Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels
Experience leading and developing high-performing teams, with a focus on coaching, mentoring, and talent development
Ability to thrive in a fast-paced, dynamic environment and drive results in a global context.
Bachelor's degree in business, marketing, or a related field (Master's degree preferred)
Benefits
• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health insurance, retirement plans, and more
• Opportunities for professional growth and advancement in a fast-paced, entrepreneurial environment
• A supportive and collaborative culture that values diversity, inclusion, and innovation
Join us in shaping the future of payments technology and making a meaningful impact on the way businesses and consumers transact. Apply now to be part of our dynamic team!
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.