Job Description
Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Manager, Digital Customer Success Overview 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 Center of Excellence 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 works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem. Responsibilities The Manager, Digital Customer Success is responsible for executing and optimizing Mastercard’s digital-led customer success model, ensuring customers achieve measurable outcomes at scale through thoughtfully designed one-to-many customer experiences. This role focuses on operationalizing digital customer journeys across onboarding, adoption, value realization, retention, expansion readiness, and advocacy, leveraging technology, analytics, and targeted human engagement in partnership with global and regional Customer Success teams as well as cross-functional stakeholders. • Execute and continuously improve digital customer success journeys aligned to the global CS strategy • Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy • Ensure journeys are scalable, outcome driven, and supported by data and automation • Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting • Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions • Support regional CS teams with guidance, tooling, and best practices for consistent execution • Act as a key execution partner between the CS COE and regional CS teams • Support change adoption of digital customer success motions across stakeholders • Contribute customer insights to improve products, processes, and overall customer experience • Leads digital CS initiatives, programs, or pods via virtual teaming • Influences outcomes through collaboration and program leadership rather than enterprise wide ownership • Serves as a role model for digital first, datadriven customer success execution
