Senior Specialist, Customer Success Strategy & Enablement

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

Job summary

Mastercard is seeking a Sr Specialist in Customer Success Operations – Strategy & Enablement to build globally scalable insights, tools, training, workflows, and operating models for Customer Success teams worldwide.

You will translate strategy into practical playbooks and enablement resources, collaborating with CS, Product, Program, and regional teams to drive consistent value and adoption across markets.

Qualifications

• Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, or related roles.
• Proven ability to design scalable processes, playbooks, frameworks, and enablement materials.
• Strong verbal and written communication, 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.
• Experience with CS technology and reporting tools such as Gainsight, Salesforce, Tableau; hands-on configuration is a plus.

Responsibilities

• Define and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
• Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
• Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
• Develop training materials, workflow guides, adoption plans, and enablement resources for global CS teams.
• Partner with CS, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
• Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
• Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
• Cross-functional collaboration with Product, Value Enablement, Program, regional CS, and business leadership to embed CS practices.
• Champion best practices and scalable workflows across the organization.
• Connect strategic initiatives to measurable outcomes.

Skills

Customer Success Operations

Strategy

Enablement

Sales Excellence

Delivery Excellence

Business Operations

Gainsight

Salesforce

Tableau

Tools

Gainsight

Salesforce

Tableau

Job description

Mastercard is seeking a Sr Specialist in Customer Success Operations – Strategy & Enablement to build globally scalable insights, tools, training, workflows, and operating models for Customer Success teams worldwide.

You will translate strategy into practical playbooks and enablement resources, collaborating with CS, Product, Program, and regional teams to drive consistent value and adoption across markets.