Sr. Specialist, Customer Success Operations - Platform and Reporting
Mastercard
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Benefits offered by this job
Job summary
Mastercard is seeking a Customer Success Operations Senior Specialist focused on Platform & Reporting to own Gainsight deployment, dashboards, and KPI frameworks. You will translate business needs into scalable workflows, health scores, and executive-ready insights that help customer-facing teams deliver consistent, high-impact experiences.
Based in Purchase, NY, you’ll collaborate with CS, Product, and regional teams, design reporting views for leaders, and drive adoption of the CS tech stack
Qualifications
- Experience in Customer Success Operations, Sales Operations, or related ops roles.
- Strong knowledge of Gainsight or similar CS platforms; hands-on config, reporting, workflows, health scores, or playbooks preferred.
- Experience building dashboards, KPI frameworks, and reporting using Gainsight, Salesforce, Tableau, Power BI, Excel, or similar tools.
Responsibilities
- Own Gainsight deployment roadmap, configuration, and adoption.
- Design and maintain reporting, dashboards, and KPI frameworks.
- Define and track KPIs for customer health, risk, adoption, value realization, and operations.
- Collaborate with CS, Product, Program, and Regional teams to translate needs into scalable workflows.
Skills
Tools
Job description
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.
Sr. Specialist, Customer Success Operations - Platform and Reporting
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.
Sr. Specialist, Customer Success Operations - Platform and Reporting
The Customer Success Operations – Platform & Reporting role owns and advances the Loyalty Gainsight deployment and the reporting infrastructure that enables Customer Success teams to operate with consistent data, workflows, and executive-ready insights. This role translates business requirements into scalable platform capabilities, dashboards, KPIs, and operating routines that help teams understand customer health, risk, adoption, outcomes, and value realization.
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.
Are you passionate about building scalable platforms, reporting, and operational infrastructure that help customer-facing teams deliver consistent, high-impact customer experiences? Join Mastercard’s Services Customer Success team as a Customer Success Operations Senior Specialist focused on Platform & Reporting.
- Own the Loyalty Gainsight deployment roadmap, including configuration, enhancement prioritization, adoption, and ongoing optimization.
- Partner with Customer Success, Product, Program, and Regional teams to translate operating needs into scalable Gainsight workflows, playbooks, health scores, customer segmentation, and engagement models.
- Ensure Gainsight supports scaled, offline and digital Customer Success motions through integrated workflows and streamlined user experiences.
- Serve as a platform subject-matter expert for Customer Success users, helping teams adopt consistent processes and maximize the value of the CS technology stack.
- Design and maintain reporting, dashboards, and measurement frameworks using Gainsight and other tools.
- Define and track KPIs that measure Customer Success performance, customer health, engagement, risk, adoption, value realization, and operational execution.
- Build reporting views for executives, regional leaders, Program teams, Product teams, and front-line Customer Success colleagues.
- Identify leading indicators of positive outcomes, risks, and trends that enable proactive action and continuous improvement.
- Collect user feedback, prioritize enhancements, and partner with technical and business stakeholders to improve platform adoption and usability.
- Champion platform-enabled best practices across the organization and support change-management activities tied to new workflows, dashboards, and tools.
- Support communication, training, and enablement needed to drive adoption of Gainsight and related reporting capabilities.
- Experience in Customer Success Operations, Sales Operations, Business Operations, Delivery Excellence, or related operational roles.
- Strong knowledge of Gainsight or similar Customer Success platforms; hands-on experience with configuration, reporting, workflows, health scores, or playbooks preferred.
- Experience building reporting, dashboards, KPI frameworks, and measurement models using tools such as Gainsight, Salesforce, Tableau, Power BI, Excel, or similar platforms.
- Strong analytical skills with the ability to translate data into clear insights, executive-ready narratives, and actionable recommendations.
- Proven ability to translate business requirements into scalable platform capabilities and operational processes.
- Ability to work globally and cross-functionally, influencing stakeholders and driving alignment across teams.
- Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and ability to manage multiple priorities in a growing global organization.
- Experience supporting adoption of new processes, technologies, and organizational changes.
- Passion for delivering customer value and enabling customer-facing teams through scalable systems, insights, and operational excellence.
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 reasonable_accommodation@mastercard.com 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.
- Abide by Mastercard’s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
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. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.
Purchase, New York: $95,000 - $158,000 USD
Atlanta, Georgia: $83,000 - $137,000 USD
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