Director, Customer Success, Cybersecurity Payments-R-247264

MasterCard; Toronto; On-site; CAD 125,000 - 206,000; Full time

Job summary

An established industry player is seeking a Director of Customer Success for Cybersecurity Payments Services. In this pivotal role, you will engage with diverse stakeholders to drive customer satisfaction and retention while enhancing the digital payments experience. Your expertise in cybersecurity and fraud management will be crucial in developing tailored strategies that deliver value and foster long-term relationships. Join a collaborative team committed to innovation and excellence, where your contributions will significantly impact the growth and safety of the digital payments ecosystem. This is an exciting opportunity to leverage your skills in a dynamic environment focused on customer success.

Qualifications

• Experience in cybersecurity or payments technology is a plus.
• Proven ability to translate technical capabilities into effective solutions.

Responsibilities

• Lead threat intelligence solution utilization and oversee regional revenue.
• Engage with stakeholders to develop strategies that align with organizational goals.

Skills

Cybersecurity

Fraud Management

Data Analytics

Customer Engagement

Technical Communication

Education

Bachelor's Degree in Business or Technology

Master's Degree (preferred)

Tools

Data Analytics Tools

Business Intelligence Software

Job description

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, 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, Customer Success, Cybersecurity Payments 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 establishing new Regional Customer Success teams. These teams 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 include 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 role 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 the development and delivery of cybersecurity and payment fraud intelligence within the region. Responsibilities include leading threat intelligence solution utilization, overseeing regional revenue and risk management, and coordinating product launches.

Additional responsibilities involve 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. Developing relationships and engagement with customers to ensure product utilization and value is also crucial.

The primary focus areas are:

1. Customer Engagement:
2. Engage with stakeholders at all levels to study the viability of proposed solutions, understand cyber threats in financial and payment sectors, and develop high-impact strategies that align with organizational goals and foster cross-functional collaboration.
3. Identify opportunities for optimization to drive customer value and strategic goals through our products.
4. Articulate key performance indicators related to cost, performance, and optimization, along with insights.

1. Growing the Business:
2. Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions.
3. Identify opportunities for additional Mastercard products to create greater value and impact.
4. Evaluate business models, partnerships, and agreements to ensure financial viability supported by data.

1. Technical & Program Readiness:
2. Develop training materials, thought leadership, and customer-facing playbooks to support customer priorities and value proposition.
3. Translate complex technical capabilities into effective, customer-centric solutions.
4. Collect and report customer feedback on product gaps and pain points to refine value propositions and improve products.

All About You

• Skilled at leveraging insights from market analysis, customer engagements, and opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.

• Knowledge of payments technology or cybersecurity (threat intelligence or risk management) and its application to address customer needs is a plus.

• Experience with tools and technology for data analytics and business intelligence on cyber threats, fraud, risk, and vulnerabilities.

• Proven ability to translate technical capabilities into effective solutions that address customer needs clearly and effectively.

• Proficient in analyzing customer metrics and leveraging data to drive success initiatives contributing to profitability and growth.

• Successful track record of identifying new opportunities for customers to enhance partnerships.

• Creative thinking and development of innovative solutions to complex challenges.

• Enthusiastic team player who nurtures a diverse, high-performing, inclusive culture with a focus on development.

• Experience working with large and emerging technology, financial services, acquirers/processors, service providers, and digital platform partners.

Compensation

Toronto Base Salary: 125,000-206,000 CAD. Mastercard is an inclusive, merit-based employer that considers all qualified applicants without regard to protected characteristics. For accommodations, contact [e-mail].

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks carry inherent risks. Every person working for or on behalf of Mastercard must:

• Abide by Mastercard’s security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report suspected security violations or breaches;
• Complete mandatory security trainings.