Global Customer Success Enablement Strategist

Mastercard; York and North Yorkshire; On-site; GBP 70,000 - 110,000; Full time

Job summary

Mastercard is seeking a Customer Success Operations – Strategy & Enablement professional to translate strategy into scalable playbooks, resources, and workflow standards for global CS teams. The role emphasizes cross‑functional collaboration and data‑driven decision making to improve customer outcomes and value realization.

The ideal candidate will drive adoption of new tools and processes, partner with regional teams, and contribute to continuous improvement across the CS organization using

Qualifications

• Strong analytical and strategic thinking skills with the ability to turn insights into actionable recommendations, training, tools and workflows.
• Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
• Comfortable with CS technology and reporting tools such as Gainsight, Salesforce, Tableau or similar platforms.

Responsibilities

• Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, and workflow standards.
• Partner with leadership to define, document, and evolve Customer Success best practices with clear alignment to measurable outcomes.
• Develop training materials, workflow guides, adoption plans, and enablement resources for global CS teams.
• Collaborate with Product, Program, and Regional teams to identify capability gaps and improve team readiness.
• Support adoption of new tools, processes, and playbooks through change-management plans and stakeholder feedback loops.

Skills

Strategic thinking

Analytical skills

Cross-functional collaboration

Change management

Training & enablement

AI in CS

Tools

Gainsight

Salesforce

Tableau

Job description

Mastercard is seeking a Customer Success Operations – Strategy & Enablement professional to translate strategy into scalable playbooks, resources, and workflow standards for global CS teams. The role emphasizes cross‑functional collaboration and data‑driven decision making to improve customer outcomes and value realization.

The ideal candidate will drive adoption of new tools and processes, partner with regional teams, and contribute to continuous improvement across the CS organization using