Top Customer Success & Experience Jobs

Manages technology and operational relationships with multiple Mastercard customers across EEMEA. Leads post-sale solution delivery, complex digital program management, service escalations, operational reviews, product and technology enhancements, customer training, and process improvements. Partners with account teams, product, engineering, delivery, and operations groups to ensure successful implementations, optimize customer performance, and support pre-sales opportunities.

Leads customer success for Mastercard’s North American small and medium enterprise segment. Owns customer health, retention, renewals, expansion, revenue forecasting, strategic account planning, executive relationships, escalations, and commercial performance. Partners with Sales, Product, Risk, Operations, Finance, and Support to deliver customer value, improve service delivery, influence product direction, and achieve growth objectives. The role also manages or oversees senior Customer Success Managers and represents customer needs internally.

Manage media-industry partner relationships, monitor satisfaction and performance, support onboarding and product adoption, deliver demos and training, coordinate cross-functional teams, and identify churn and upsell opportunities. Advise customers on media data and advertising insights solutions, support campaign optimization, gather product feedback, and contribute to strategic opportunities and account planning.

Manage day-to-day technical customer support for B2B/B2E Mastercard customers, drive team performance against KPIs, resolve escalated complex technical issues, support product implementation with Voice of the Customer, lead process improvements, and mentor staff.

Develop scalable Customer Success operating models, playbooks, workflows, training, and enablement resources. Translate strategy into practical tools and processes, support change management and adoption, research emerging trends such as AI, and collaborate with global cross-functional teams to improve customer outcomes. The role requires strong communication, analytical thinking, stakeholder influence, and familiarity with Customer Success technology and reporting platforms.

Owns the Gainsight platform roadmap and reporting infrastructure for Customer Success. Configures workflows, playbooks, health scores, segmentation, dashboards, and KPI frameworks; translates business requirements into scalable capabilities; delivers executive-ready insights; identifies customer risks and trends; and drives cross-functional adoption, training, change management, and continuous process improvement.

Develop scalable Customer Success operating models, playbooks, workflows, training materials, and insight-driven tools. Support roadmap development, change management, adoption plans, and cross-functional enablement for global teams. Partner with Product, Program, regional Customer Success, and business leadership teams to improve readiness, standardize best practices, and connect strategic initiatives to measurable outcomes. Research emerging trends, including AI in Customer Success, and translate insights into practical recommendations and repeatable processes.

Owns customer relationships from late-stage sales through onboarding and transition to long-term account management. The role coordinates with Sales, Product Delivery, Product, Support, and Operations; manages onboarding governance, milestones, risks, issues, and executive communications; educates customers on Mastercard’s operating model and escalation paths; and ensures successful implementation, customer satisfaction, and continuity after go-live.

Owns the Gainsight platform roadmap and reporting infrastructure for Customer Success. Responsibilities include configuring workflows, playbooks, health scores, dashboards, and KPI frameworks; translating business needs into scalable capabilities; identifying customer health and risk trends; partnering cross-functionally on enhancements; and supporting training, adoption, change management, and continuous improvement.

Manage newly signed Mastercard customers from late-stage sales through onboarding and transition to account management. Own customer relationships, align expectations with delivery teams, govern milestones, communicate risks, facilitate executive engagement, educate customers on Mastercard processes, and ensure successful go-live and handoff. The role requires cross-functional leadership across Sales, Product Delivery, Support, Operations, and Account Management.