Director, Customer Success, Optimization-R-249383

Mastercard; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

A leading company in financial technology is seeking a Director of Customer Success, Optimization. This role focuses on enhancing customer relationships and strategic initiatives, ensuring effective use of Mastercard's network products. Candidates should have extensive experience in technology and financial services, with a strong track record in customer engagement and strategic planning.

Qualifications

• Extensive experience in technology and financial services.
• Strong ability to analyze customer metrics.
• Experience in developing customer success strategies.

Responsibilities

• Build strong customer partnerships to manage value realization.
• Develop training materials and customer-facing playbooks.
• Identify optimization opportunities for customer value.

Skills

Customer engagement

Problem-solving

Market analysis

Data analysis

Education

Bachelor's degree in relevant field

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, Optimization - Overview

Services within Mastercard are 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 leveraging 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 a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.

They work collaboratively with cross-functional teams to address customer needs, gather feedback for product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns, and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service, the Services Customer Success team is dedicated to driving customer success and contributing to the overall growth of the organization.

Responsibilities

The Director of Optimization, Regional Network Customer Success will report to the Regional Lead of Customer Success and support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Mastercard’s network products. The Director will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers, and support/delivery teams to realize the full value of Mastercard Network Products for the customer. The primary responsibilities include:

1. Customer Engagement

• Build strong customer partnerships through a deep understanding of their business and manage customer health and value realization during network product launch and post-sale.
• Identify optimization opportunities to drive customer value and strategic goals through our products.
• Articulate key performance indicators related to cost, performance, and optimization, along with associated insights.

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 and impact of Network Product offerings.
• Work with highly technical internal solutions to inform customer decision-making and enable visibility into product value realization.

Technical & Program Readiness

• Develop training materials, thought leadership, and customer-facing playbooks to support customer priorities and the Customer Success value proposition.
• Translate complex technical capabilities into effective, customer-centric solutions.
• Create tools to scale deliverables and insights for Mastercard Network Solutions and Customer Success teams.

All About You

• Enthusiastic leader who builds, energizes, and unlocks the potential of a diverse, high-performing team, nurturing an inclusive culture focused on development.
• Extensive experience working with large and emerging technology, financial services, acquirers/processors, service providers, and digital platform partners.
• Deep knowledge of payments technology and its application to customer and market needs.
• Proven track record of identifying new opportunities for customer partnership and enhancing mutual value.
• Experience developing and implementing sustainable customer success strategies aligned with organizational goals.
• Strong ability to analyze customer metrics and leverage data to drive initiatives contributing to profitability and growth.
• Skilled in market analysis, customer engagement, and innovative problem-solving.
• Ability to build and maintain relationships with key stakeholders, generating value and followership.
• Advanced skills in translating complex technical capabilities into clear, customer-centric solutions.

Mastercard is an inclusive, merit-based employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or other protected characteristics. For accommodations during the application process, contact [e-mail].

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks involve inherent risks. Every employee must:

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