Mastercard

1 month ago

Director, Customer Success

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Director of Customer Success for the Small and Medium Enterprise segment in North America, accountable for health, retention, and growth of a defined customer portfolio including financial institutions, fintechs, digital partners, processors, acquirers, and merchants; leads renewals, expansions, and revenue forecasting in collaboration with Sales, Product, Risk, and Operations to drive long-term value.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Segment and Revenue Leadership: Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment; be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio; partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable; identify early risk signals, prioritize intervention strategies, and manage executive level escalations.
•Strategic Account Ownership: Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers; ensure each strategic account has a clear success plan, value narrative, and executive engagement model; guide SME discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk; balance customer experience with Mastercard revenue objectives and long-term partnership goals.
•Executive Engagement: Own and maintain senior executive relationships at key customer accounts where appropriate; act as an executive sponsor for high value customers and complex negotiations; represent the voice of the customer internally to influence product direction, service models, and investment priorities.
•Cross Functional Partnership: Collaborate closely with SME Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities; partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input; align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery.
•Success Measures: Strong retention and GDV and net revenue growth within the assigned segment; trusted executive relationships with assigned customers; clear visibility into account health, risks, and expansion opportunities; a capable, engaged team that owns outcomes and communicates confidently at the executive level

Pay and Benefits

Salary: USD 182,000 - 291,000 annually

Perks:Health Insurance401kPaid LeaveBereavement LeaveGym Membership

Key Requirements

•Proven experience in Customer Success or Account Management in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses.
•Demonstrated ownership of revenue, renewals, and expansion outcomes at scale.
•Strong executive presence with experience engaging key levels within organizations and customer stakeholders.
•Ability to operate cross-functionally in a matrixed organization.
•Experience managing strategic, high value customer portfolios.

Experience:PaymentsFintechEcommerceFinancial institutionsB2B

Skills:CommunicationLeadershipStakeholder managementNegotiationStrategic planning

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: 4.1

Website LinkedIn Glassdoor

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Mastercard

1 month ago

Director, Customer Success

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Segment and Revenue Leadership: Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment; be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio; partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable; identify early risk signals, prioritize intervention strategies, and manage executive level escalations.
•Strategic Account Ownership: Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers; ensure each strategic account has a clear success plan, value narrative, and executive engagement model; guide SME discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk; balance customer experience with Mastercard revenue objectives and long-term partnership goals.
•Executive Engagement: Own and maintain senior executive relationships at key customer accounts where appropriate; act as an executive sponsor for high value customers and complex negotiations; represent the voice of the customer internally to influence product direction, service models, and investment priorities.
•Cross Functional Partnership: Collaborate closely with SME Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities; partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input; align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery.
•Success Measures: Strong retention and GDV and net revenue growth within the assigned segment; trusted executive relationships with assigned customers; clear visibility into account health, risks, and expansion opportunities; a capable, engaged team that owns outcomes and communicates confidently at the executive level

Pay and Benefits

Salary: USD 182,000 - 291,000 annually

Perks:Health Insurance401kPaid LeaveBereavement LeaveGym Membership

Key Requirements

•Proven experience in Customer Success or Account Management in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses.
•Demonstrated ownership of revenue, renewals, and expansion outcomes at scale.
•Strong executive presence with experience engaging key levels within organizations and customer stakeholders.
•Ability to operate cross-functionally in a matrixed organization.
•Experience managing strategic, high value customer portfolios.

Experience:PaymentsFintechEcommerceFinancial institutionsB2B

Skills:CommunicationLeadershipStakeholder managementNegotiationStrategic planning

Company Brief

Mastercard

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: 4.1

Website LinkedIn Glassdoor