Director, Digital Customer Success & Adoption

Mastercard Inc.; Lisboa; On-site; EUR 90,000 - 140,000; Full time

Job summary

Mastercard Inc. is seeking a Director, Digital Customer Success within Overview Services to lead digital customer success initiatives, improve onboarding and value realization, and drive adoption across global customers.

The role partners with Product, Enablement, Analytics and Technology to deliver scalable digital motions, while guiding regional CS teams and ensuring outcomes-driven programs that maximize customer lifetime value and renewals.

Qualifications

• Digital CS leadership
• Customer adoption
• Change management
• Data-driven decisions
• Cross-functional teamwork

Responsibilities

• Execute and 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

Job description

Mastercard Inc. is seeking a Director, Digital Customer Success within Overview Services to lead digital customer success initiatives, improve onboarding and value realization, and drive adoption across global customers.

The role partners with Product, Enablement, Analytics and Technology to deliver scalable digital motions, while guiding regional CS teams and ensuring outcomes-driven programs that maximize customer lifetime value and renewals.