Specialist Customer Success – Hypercare Product Launch

About the role

Mastercard is looking for a Specialist Customer Success to join its Services Customer Success team in Brazil. The role focuses on hypercare support for new product launches, ensuring customers adopt and realize value from Mastercard’s digital payment solutions.

Key responsibilities

• Lead product‑launch governance as a PMO, defining timelines, milestones and cross‑functional alignment.
• Coordinate internal stakeholders including Product, Network Services, Analytics, Business Development and Customer Success.
• Monitor key performance indicators, adoption metrics and performance dashboards to guarantee value delivery.
• Prepare and present executive updates and steer‑committee briefings for senior client stakeholders.
• Act as the bridge between product, sales, customer success and clients, translating product capabilities into clear business outcomes.
• Drive proactive engagement during launch and hypercare periods to secure adoption, retention and advocacy.

Required profile

• Strategic, client‑facing professional with a “hunter” business‑development mindset.
• Strong PMO discipline and experience managing product‑launch or hypercare programmes.
• Excellent communication skills to influence senior stakeholders and cross‑functional teams.
• Proven ability to deliver proactive, personalized service that drives customer satisfaction and long‑term relationships.

Required skills