Top Customer Success & Experience Jobs

Lead regional customer success for Mastercard Services, driving customer engagement, adoption, and retention for network products. Collaborate cross-functionally to identify expansion opportunities, translate technical capabilities into customer solutions, develop scalable training/playbooks, analyze customer metrics, and provide product feedback to improve offerings and value realization.

Provide high-level technical support for B2B/B2E Mastercard customers by analyzing, troubleshooting, and resolving technical issues. Improve customer experience through testing, process improvements, and timely resolution. Own small projects, escalate complex issues, and occasionally mentor junior team members while following corporate security policies.

Lead customer health, retention, and net revenue growth for Mastercard's SME segment in North America. Manage strategic accounts, executive relationships, renewals, and expansion. Partner cross-functionally with Sales, Product, Risk, and Operations to drive value, forecast revenue, and resolve escalations. Build and mentor a high-performing Customer Success team.

Provide L1/L2 technical support for Mastercard payment gateways, Open API services and development sandboxes for B2B/B2E customers. Troubleshoot complex issues, advocate for customers with product teams, lead medium projects, drive process improvements, and mentor junior team members while aligning service delivery to Japanese client expectations.

Support delivery of regional Customer Success priorities by engaging stakeholders, driving product adoption and expansion, developing training/playbooks, translating technical capabilities into customer-centric solutions, analyzing customer metrics and insights, and collaborating cross-functionally to improve products, readiness, and business outcomes.

Lead and build a Support & Retention Experience function for a B2B developer-facing platform: design customer health monitoring, establish post-production support and SLAs, automate playbooks, align cross-functional data and integrations, identify expansion opportunities, and drive retention and platform adoption while coaching a high-performing team.

Lead creation of a Support and Retention Experience function to monitor customer health, build post-production support, automate playbooks, align cross-functional data, identify expansion opportunities, and drive retention and platform adoption.

Own the post-enablement customer journey for live production customers: monitor API performance and health, operate proactive alerting, define customer health scores and playbooks, coordinate issue resolution across SRE/engineering/product, surface in-platform guidance, identify expansion opportunities, and provide data-driven reporting to leadership to improve retention and platform adoption.

Own the post-enablement experience for production customers: monitor API performance and usage, define customer health scores, operate proactive alerting, run post-go-live playbooks, coordinate resolution across SRE/engineering/product, surface in-platform guidance, identify expansion opportunities, and provide data-driven visibility to leadership.

Own the post-enablement experience for live production customers: monitor API performance and health, build health scores and alerting, maintain playbooks, coordinate cross-functional issue resolution, surface in-platform guidance, identify expansion opportunities, and provide leadership with data-driven visibility to improve retention and adoption.