Director, Customer Success - Mastercard Identity

Director, Customer Success - Mastercard Identity

Mastercard Identity is seeking an experienced Director of Customer Success to successfully lead the CS function for our North America region focused on merchants and commerce. The Director of Customer Success will manage our local Customer Success team, serve as escalation point for internal and external stakeholders, serve as a key conduit for regional market feedback, and generally oversee Customer Success strategy and operations for his segment. This role reports to the VP, Customer Success - Americas.

Responsibilities:

• Lead all activities relating to retention and growth for the merchant and commerce segment in N. America, including renewals, expansions, optimization efforts, demonstration of value/ROI, customer advocacy and hospitality, etc.
• Identify cross-sell & cross-tell opportunities for customers with the goals of driving customer value and enhanced strategic goals through our broad range of Services products
• Work collaboratively with Sales, Business Development, and other market-facing colleagues to drive incremental revenue growth within the region
• Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
• Build strong relationships with stakeholders across all business and technology levels
• Lead and mentor a team of Customer Success Managers. Foster a culture of customer centricity and delivering exceptional customer management
• Develop and present business and performance metrics to key stakeholders internally and externally
• Develop and maintain expertise in Mastercard Identity Solutions products, identity/risk solutions and partners, and other competitors
• Notify customer accounts of product enhancement and/or releases that impacts service or functionality
• Represent the voice of the customer; ensure the company provides client-minded products and services that meet the needs expressed by the markets
• Work cross-functionally in a matrixed organization for the continual satisfaction of the customer and the alignment of other market-facing roles across Mastercard
• Up to 30% travel, domestic

About you:

• Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
• Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
• Knowledge and understanding of Identity, Fraud and/or Payments technologies and application of that knowledge to address customer/market needs
• Successful track record of identifying "next opportunity" for customers to further partner with Mastercard to enhance the strength and value of the partnership for both parties
• Successful record in developing and implementing sustainable customer success strategies that align with the organization's goals
• Extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
• Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
• Experience in creative thinking and development of innovative solutions to complex customer challenges
• Ability to prioritize tasks effectively under limited supervision
• Highly effective communicator and stakeholder manager across varied functions and seniority – both internally and externally
• Strong presentation skills and proven ability to distill complex ideas into simple, actionable insights
• Comfort in a fast-paced tech environment

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.