Senior Customer Success Ops Strategist

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

Job summary

Mastercard is seeking a Customer Success Operations Senior Specialist focused on Strategy & Enablement to drive globally scalable insights, tools, and playbooks. You’ll enable Customer Success teams across regions while adapting for local markets.

You’ll develop training materials, ship enablement resources, and partner with Product, Program, and regional teams to embed best practices and measurable outcomes. AI trends and change management shape the approach.

Qualifications

• Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
• Ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution.
• Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly.
• Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams.
• Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows.
• Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies.
• Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands‑on configuration experience is helpful but not required.
• Strong ownership mindset, deep sense of curiosity, continuous‑improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes.
• Passionate about delivering for customers and championing a customer‑centric mentality.

Responsibilities

• Strategy & Operating Model Development: Translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
• Enablement, Training & Change Management: Develop training materials, workflow guides, adoption plans, and enablement resources for global CS teams.
• Cross-Functional Collaboration: Partner with Product, Program, regional teams to embed CS practices into broader priorities and drive measurable outcomes.
• All About You: Build scalable processes and materials; communicate clearly; influence across regions; support trend research including AI for innovation.

Skills

Customer Success

Strategy

Enablement

Cross-functional collaboration

Analytical thinking

Change management

Training development

Communication

Tools

Gainsight

Salesforce

Tableau

Job description

Mastercard is seeking a Customer Success Operations Senior Specialist focused on Strategy & Enablement to drive globally scalable insights, tools, and playbooks. You’ll enable Customer Success teams across regions while adapting for local markets.

You’ll develop training materials, ship enablement resources, and partner with Product, Program, and regional teams to embed best practices and measurable outcomes. AI trends and change management shape the approach.