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Mastercard Logo Mastercard · Sales

Manager, Customer Success

Germany, Frankfurt · Job Posted March 20, 2026
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Job Description

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy.

Job Responsibility

  • Support the development and delivery of strategic priorities within the region
  • Focus on ensuring priority customers and segments experience positive change through more effective use of Services network products
  • Work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams
  • Customer engagement: Cultivate a strong customer partnership
  • Identify optimization opportunities for customers
  • Articulate key performance indicators related to cost, performance and optimization
  • Growing the Business: Leverage Mastercard Services’ offerings to achieve customer goals
  • Identify opportunities for additional Mastercard products
  • Ability to evaluate business models, partnerships, and agreements
  • Technical & Program Readiness: Develop training materials, thought leadership, and customer-facing playbooks
  • Translate complex technical capabilities into effective solutions
  • Gather and report customer feedback on product gaps and pain points

Requirements

  • Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions
  • Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management)
  • Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
  • Proven ability to translate complex technical capabilities into effective solutions
  • Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives
  • Successful track record of identifying “next opportunity” for customers
  • Experience in creative thinking and development of innovative solutions to complex customer challenges
  • Enthusiastic individual who works seamlessly with a diverse high performing team
  • Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
  • English and German required
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