Head of Digital Customer Success & Growth

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

Job summary

Mastercard is seeking a Director, Digital Customer Success in Lisbon to lead scalable, digital-first customer journeys across onboarding, adoption, value realization, retention, and advocacy. You will partner with Product, Analytics, Enablement, and Technology teams to drive measurable outcomes for a global portfolio.

In this role, you will execute and optimize digital CS programs, support regional teams with best practices, and translate strategy into repeatable playbooks and assets, while

Qualifications

• Experience leading Digital, Scaled, or Programmatic Customer Success initiatives in tech/payments/services.
• Customer-centric operator with proven adoption and value realization in scalable digital motions.
• Track record of guiding teams through change and promoting digital-first ways of working.
• Ability to translate CS strategy into repeatable programs, journeys, and playbooks with measurable outcomes.
• Strong knowledge of CS platforms (Gainsight preferred), CRM, marketing automation, and product analytics.

Responsibilities

• Lead and optimize digital CS journeys aligned to the global CS strategy.
• Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy.
• Ensure journeys are scalable, data-driven, and supported by automation.
• Collaborate with Product, Enablement, Analytics, and Technology for effective digital motions.
• Support regional CS teams with guidance, tooling, and best practices.

Skills

Digital CS

Programmatic CS

Adoption & Engagement

Change Management

Analytics

Gainsight

CRM Systems

Marketing Automation

Cross-functional Collaboration

Tools

Gainsight

CRM Systems

Marketing Automation

Job description

Mastercard is seeking a Director, Digital Customer Success in Lisbon to lead scalable, digital-first customer journeys across onboarding, adoption, value realization, retention, and advocacy. You will partner with Product, Analytics, Enablement, and Technology teams to drive measurable outcomes for a global portfolio.

In this role, you will execute and optimize digital CS programs, support regional teams with best practices, and translate strategy into repeatable playbooks and assets, while