Director, Customer Success, Cybersecurity Payments

Job Title: Director, Customer Success, Cybersecurity Payments

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.
To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for identifying and solving customer issues that prevent them from realizing value from products in the fraud and card operations areas.
This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Responsibilities

Customer success plays a pivotal part in ensuring that customers achieve their desired outcomes while maximizing the value of the company's products and services. As a Regional Customer Success Director for threat intelligence products, you will support in the development and delivery of cybersecurity and payment fraud intelligence within the region. This role will lead threat intelligence solution utilization, oversee regional revenue and risk management, and coordinate product launches. Responsibilities also include localizing content (narratives, value propositions), driving market awareness internally and externally, positioning add-on services and consulting for regional sales, and gathering customer feedback to inform global product updates. A crucial responsibility of this role is to develop relationships and engagement with customers to ensure product utilization and value.

The three areas of primary responsibility include:

1. Customer Engagement:
   • Engage with stakeholders at all levels to study the viability of proposed solutions and understand cyber threats in financial and payment sectors and develop high-impact strategies that align with organizational goals and drive cross-functional collaboration
   • Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
   • Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
2. Growing the Business:
   • Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products
   • Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings
   • Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
3. Technical & Program Readiness:
   • Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
   • Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
   • Direct and oversee the collection and reporting of customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products

All About You:
Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
Experience in creative thinking and development of innovative solutions to complex customer challenges
Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners

Toronto Base Salary: 125,000-206,000 CAD