Sr Specialist, Customer Success Operations – 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

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

Sr Specialist, Customer Success Operations – Strategy & Enablement

The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.

Overview

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.

Our Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.

Role

Are you passionate about building globally scalable insights, tools, training, workflows, and operating models that help Customer Success teams deliver consistently exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Senior Specialist focused on Strategy & Enablement.

Strategy & Operating Model Development

• Support the Loyalty Customer Success Operations roadmap 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.

Enablement, Training & Change Management

• Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
• Partner with Customer Success, 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

• Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
• Champion best practices and scalable workflows across the organization.
• Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.

All About You

• Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
• Proven 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.

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.

Corporate Security Responsibility

• 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.

Pay Ranges

• Purchase, New York: $95,000 - $158,000 USD
• Atlanta, Georgia: $83,000 - $137,000 USD