Manager, Customer Success

MasterCard; Holladay (UT); On-site; USD 118,000 - 171,000; Full time

Job summary

Mastercard is seeking a Manager, Financial Institutions – Customer Success to serve as the strategic liaison between Mastercard and our financial institution clients. This role drives executive level engagement, ensuring value realization from Mastercard solutions and identifying growth opportunities.

You will partner with Sales, Product, Technology, and Operations to deliver a seamless client experience and support long-term retention and expansion across strategic FI accounts.

Qualifications

• Experience in customer success or account management.
• Ability to manage senior and C-level stakeholder relationships.
• Familiarity with SaaS, API-based, or platform-driven solutions.
• Experience working with financial institutions or regulated industries is preferred.
• Strong communication and presentation skills with executive storytelling.

Responsibilities

• Develop a deep understanding of Mastercard’s solutions and advise clients on value.
• Own and manage executive-level relationships across FI clients.
• Lead end-to-end client success lifecycle from onboarding through renewal.
• Drive adoption, value realization, and retention strategies across accounts.
• Identify upsell opportunities and align with Sales, Product, and Ops teams.
• Lead client-facing meetings including QBRs and strategic planning sessions.

Skills

Customer success

Account management

Executive relationships

SaaS/fintech knowledge

Analytical mindset

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

Manager, Customer Success Manager, Financial Institutions – Customer Success

About Mastercard

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and innovation, we help individuals, financial institutions, governments, and businesses realize their greatest potential. Our Decency Quotient (DQ) drives our culture and everything we do. With operations in more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Role Overview

The Client Success team is seeking a Manager, Financial Institutions – Customer Success (CSM) to serve as the strategic liaison between Mastercard and our financial institution clients. This role is responsible for driving executive level engagement with strategic clients, ensuring measurable value realization from Mastercard solutions, and identifying growth opportunities. You will partner closely with cross functional teams to deliver a seamless client experience and support long term retention and expansion. This role blends deep client partnership, operational leadership, and cross functional collaboration to support complex FI clients.

Key Responsibilities

• Develop a deep understanding of Mastercard’s solutions and services and advise clients on how to maximize value
• Own and manage executive level relationships across assigned FI clients, acting as a trusted advisor
• Lead the end to end client success lifecycle, from onboarding through adoption, growth, renewal, and retention
• Drive customer adoption, value realization, and retention strategies across strategic accounts
• Identify upsell and expansion opportunities by uncovering new use cases and evolving client needs
• Engage clients on industry trends, new products, and solutions that drive business outcomes
• Create and execute strategic account plans with measurable objectives and success metrics
• Monitor client health and performance metrics, delivering actionable insights and recommendations
• Partner closely with Sales, Product, Technology, and Operations teams to ensure aligned execution
• Act as the primary escalation point for high priority issues related to customer health, billing, contracts, or operations
• Lead client facing meetings, including QBRs, strategic planning sessions, and renewal discussions
• Contribute to the evolution of scalable Client Success engagement models and best practices

Qualifications

• Experience in customer success, account management, consulting, or a similar client facing role
• Strong understanding of client success management principles and strategic account ownership
• Experience working with financial institutions, fintechs, or regulated industries preferred
• Familiarity with SaaS, API based, or platform driven solutions
• Open banking experience a plus
• Proven ability to manage senior and C level stakeholder relationships
• Strong communication and presentation skills, including executive level storytelling
• Analytical mindset with experience translating data into actionable insights
• Proactive, client centric approach with strong problem solving skills
• Ability to operate effectively in complex, ambiguous environments
• Experience collaborating with Sales, Product, Technology, and Operations teams
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Prior experience in payments, fintech, or financial services strongly preferred

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices
• Ensure the confidentiality and integrity of accessed information
• Report any suspected information security violations or breaches
• Complete all mandatory security training in accordance with Mastercard guidelines

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience.

Pay Ranges

Salt Lake City, Utah: $118,000 - $171,000 USD

Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.