Director, Customer Success

About the role

Mastercard is expanding its Advisors Customer Success team to deliver exceptional value to its clients worldwide. As Director, Customer Success you will lead a high‑performing group of Customer Success Managers, ensuring customers achieve their desired outcomes while maximizing the impact of Mastercard’s products and services.

Key responsibilities

• Lead, coach, and develop a team of Customer Success Managers, overseeing performance, career growth, and promotion processes.
• Manage day‑to‑day operations of the Customer Success function, driving proactive engagement and personalized service.
• Coordinate product launches and align customer onboarding with cross‑functional partners.
• Develop and execute customer engagement strategies that increase net retention, renewals, and adoption.
• Provide actionable feedback to product and process teams based on customer insights.

Required profile

• Extensive experience in people management, including coaching, performance evaluation, and career development.
• Proven track record of leading customer‑facing teams in a B2B environment.
• Strong ability to collaborate with cross‑functional stakeholders to drive customer outcomes.
• Senior‑level leadership experience, preferably within payments, fintech, or related financial services.

Required skills