Sr. Specialist – Regional Customer Success Operations, Services

About the job

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. Our Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. About the Role Are you passionate about building scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you’ll help shape the future of customer success operations across a global, growing organization. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences. Responsibilities will include: Strategy & Process Design • Support the execution of 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 • Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau) • 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 • 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: • Customer Success Operations or related role experience with an understanding of CS strategy and execution • Proven ability to design scalable processes and translate technical capabilities into business value • Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives • Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies • Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes • Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes • Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement • Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality • Experience with Gainsight or similar CS platforms, a plus

Requirements

• Customer Success Operations
• Project Management
• Data Analysis
• Communication

Qualifications

• Bachelor's degree

Preferred Technologies

• Customer Success Operations
• Project Management
• Data Analysis
• Communication

Benefits

• Career Growth Opportunities
• Health Benefits

About the company

Mastercard's Services is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. The team plays a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of products and services.