Director, Digital Customer Success

Mastercard Inc.; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Mastercard is expanding its Services Customer Success Center of Excellence with a Director of Digital Customer Success. You will lead digital journeys across onboarding, adoption, value realization, retention, and advocacy, leveraging data, automation and cross-functional partners.

The role focuses on scalable, outcomes-driven programs at scale, partnering with Product, Analytics, Enablement and Technology teams to drive customer value.

Qualifications

• Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments
• Customer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions
• Proven success leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes
• Execution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale
• Deep understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios
• Highly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results
• Effective collaborator and influencer, able to partner closely with regional Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution
• Deep understanding of the end to end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth
• Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard’s products and services

Responsibilities

• Execute and continuously improve digital customer success journeys aligned to the global CS strategy
• Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy
• Ensure journeys are scalable, outcome driven, and supported by data and automation
• Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting
• Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions
• Support regional CS teams with guidance, tooling, and best practices for consistent execution
• Act as a key execution partner between the CS COE and regional CS teams
• Support change adoption of digital customer success motions across stakeholders
• Contribute customer insights to improve products, processes, and overall customer experience
• Leads digital CS initiatives, programs, or pods via virtual teaming
• Influences outcomes through collaboration and program leadership rather than enterprise wide ownership
• Serves as a role model for digital first, data driven customer success execution

Skills

Digital CS leadership

Scaled programs

Customer outcomes

Digital-first thinking

Data-driven decision making

Cross-functional collaboration

Gainsight experience

CRM systems

Product analytics

Marketing automation tools

Tools

Gainsight

CRM systems

Marketing automation tools

Product analytics

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 and 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, Digital Customer Success

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.

Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success Center of Excellence team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.

This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem.

The Director, Digital Customer Success is responsible for executing and optimizing Mastercard’s digital-led customer success model, ensuring customers achieve measurable outcomes at scale through thoughtfully designed one-to-many customer experiences.

This role focuses on operationalizing digital customer journeys across onboarding, adoption, value realization, retention, expansion readiness, and advocacy, leveraging technology, analytics, and targeted human engagement in partnership with global and regional Customer Success teams as well as cross-functional stakeholders.

• Execute and continuously improve digital customer success journeys aligned to the global CS strategy
• Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy
• Ensure journeys are scalable, outcome driven, and supported by data and automation
• Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting
• Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions
• Support regional CS teams with guidance, tooling, and best practices for consistent execution
• Act as a key execution partner between the CS COE and regional CS teams
• Support change adoption of digital customer success motions across stakeholders
• Contribute customer insights to improve products, processes, and overall customer experience
• Leads digital CS initiatives, programs, or pods via virtual teaming
• Influences outcomes through collaboration and program leadership rather than enterprise wide ownership
• Serves as a role model for digital first, data driven customer success execution

All About You

• Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments
• Customer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions
• Proven success leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes
• Execution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale
• Deep understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios
• Highly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results
• Effective collaborator and influencer, able to partner closely with regional Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution
• Deep understanding of the end to end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth
• Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard’s products and services

Corporate Security Responsibility

All Activities Involving Access To Mastercard Assets, Information, And Networks Comes With An Inherent Risk To The Organization And, Therefore, It Is Expected That Every Person Working For, Or On Behalf Of, Mastercard Is Responsible For Information Security And Must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.