Manager, Support and Retention Experience

Mastercard
Dublin
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Process discipline","Relationship building","Cross-functional coordination","Attention to detail","Clear communication"]

Own the end-to-end post-enablement customer journey for MACS production customers—monitoring API performance, availability, error rates, and usage to protect customer outcomes. Define and operationalize customer health scores, proactive alerting, and post-enablement playbooks. Coordinate issue resolution across SRE, engineering, and product while delivering customer-friendly communication and platform in-product guidance. Drive retention by using post-go-live feedback and usage signals to surface expansion opportunities.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Mastercard
Mastercard
3 months ago

Manager, Support and Retention Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Status: Live

Job Summary

Own the end-to-end post-enablement customer journey for MACS production customers—monitoring API performance, availability, error rates, and usage to protect customer outcomes. Define and operationalize customer health scores, proactive alerting, and post-enablement playbooks. Coordinate issue resolution across SRE, engineering, and product while delivering customer-friendly communication and platform in-product guidance. Drive retention by using post-go-live feedback and usage signals to surface expansion opportunities.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Own the end-to-end post-enablement experience for MACS production customers from go-live through long-term healthy platform use.
  • •Monitor API performance, availability, error rates, and usage patterns across live customers.
  • •Define and manage post-enablement customer health scores and make health data visible and acted upon by the right teams.
  • •Operate proactive alerting and build/maintain post-enablement playbooks for failure modes and escalation.
  • •Coordinate issue resolution across SRE, engineering, and product teams, including customer-facing communication and escalation management.

Key Requirements

  • •Experience in customer success, post-sales support, or technical account management in a B2B technology or developer platform environment.
  • •Comfort with reading and interpreting API performance data, error logs, and usage metrics.
  • •Strong process discipline to document playbooks, maintain escalation paths, and close gaps systematically.
  • •Ability to coordinate across SRE, engineering, product, and commercial teams to resolve customer issues.
  • •Detail-oriented portfolio management to spot risk early and prioritize interventions effectively.
Experience:PaymentsFintechDeveloper platformB2B technology
Skills:Process disciplineRelationship buildingCross-functional coordinationAttention to detailClear communication
Tech Stack:APIsAPI performance dataError logsUsage metrics

Company Brief

Mastercard
Mastercard is a global payments and technology company that processes transactions, provides fraud prevention and data services, and builds payment infrastructure for consumers, businesses, merchants and governments across 200+ countries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Purchase, New York, United States
Founded: 1966
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor