Customer Success Ops: Platform & Reporting Leader

Mastercard; Atlanta (GA); On-site; USD 83,000 - 137,000; Full time

Benefits offered by this job

Health insurance

401k with company match

Paid time off

Job summary

Mastercard is seeking a Customer Success Operations Senior Specialist to lead the Platform & Reporting efforts for Loyalty Gainsight deployment. You will translate business needs into scalable workflows, health scores, and engagement models to help customer-facing teams deliver consistent value.

You will design dashboards, track KPIs, and enable executives with insights while partnering with CS, Product, and regional teams to drive adoption and continuous improvement.

Qualifications

• Experience in Customer Success Operations or related operational roles.
• Strong knowledge of Gainsight or similar CS platforms with configuration and reporting.
• Experience building dashboards, KPI frameworks, and measurement models.

Responsibilities

• Own Gainsight deployment roadmap and partner with teams to translate needs into scalable workflows.
• Design and maintain dashboards and KPI frameworks for executives and regional leaders.
• Collaborate with CS, Product, and Program teams to improve platform adoption and usability.
• Support change-management activities tied to new workflows and tools.

Skills

Customer Success Ops

Data analysis

KPI design

Stakeholder management

Cross-functional collaboration

Tools

Gainsight

Salesforce

Tableau

Power BI

Excel

Job description

Mastercard is seeking a Customer Success Operations Senior Specialist to lead the Platform & Reporting efforts for Loyalty Gainsight deployment. You will translate business needs into scalable workflows, health scores, and engagement models to help customer-facing teams deliver consistent value.

You will design dashboards, track KPIs, and enable executives with insights while partnering with CS, Product, and regional teams to drive adoption and continuous improvement.