Director, Global Customer Success Operations

**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**

Director, Global Customer Success Operations

Global Customer Success Operations Director - Global CS Center of Excellence, Services
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.
The mission of our Services Global Customer Success Center of Excellence (COE) is to build a best-in-class Customer Success discipline that differentiates our services, drives superior business results for our customers, and generates advocacy within our customer base. The benefits of implementing Customer Success are well-articulated in the industry: increased Customer Lifetime Value, higher adoption rates, reduced support tickets, improved product feedback loops, increased customer advocacy to support our B2B marketing efforts, and qualified leads for additional partnership opportunities.
The Customer Success COE is focused on empowering a customer-centric Services organization that maximizes the value of Mastercard’s products and partnerships through curation of internal and external best practices, processes and tools.
About the Role
Are you passionate about building scalable systems that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Global Customer Success Center of Excellence (CoE) as a Customer Success Operations Director. In this strategic role, you’ll shape the future of customer success operations across a global, growing organization. You’ll lead the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.
The Director of Services Global Customer Success Operations reports to a VP within the COE and will support in the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to develop and support best-in-class Customer Success Operations across Mastercard Services’ business. This includes CS teams which support both products sold as individual platforms and products delivered through Mastercard’s payments network. We will be working globally to create common operating models and playbooks across CS teams, including developing flexible frameworks for key tools, customer segmentation strategies, guidance for “pod” approaches and other aligned ways of working, etc. We will drive the implementation and adoption of CS Management tools and other systems, including white-glove, scaled, and digital approaches. We will also create a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues. Responsibilities will include:
Strategy & Process Design
- Develop and execute the Customer Success (CS) Operations roadmap for Mastercard Services
- Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes
- Support the implementation of scalable CS practices across diverse product lines and customer segments

Systems & Tools
- Lead the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau)
- Design and implement integrated workflows that support white-glove, scaled, and digital CS motions
- Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences

Metrics & Insights
- Define and track KPIs to measure CS performance and customer health
- Build dashboards and reports for stakeholders ranging from executives to front-line teams
- Track leading indicators of positive outcomes and perform analysis to identify trends that enable action

Collaboration & Enablement
- Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs
- Champion CS best practices across the organization and support change management initiatives
- Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation

All About You:

- 7+ years in Customer Success Operations or related roles, with a strong understanding of CS strategy and execution
- 4+ years of hands-on experience with Gainsight or similar CS platforms
- Proven ability to design scalable processes and tran