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 - Regional Customer Success Operations, Services
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 Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships.
They work collaboratively with cross-functional teams to address customer needs, gather feedback on product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service with our customers, the team is dedicated to driving customer value and contributing to the overall growth of the organization.
About the Role
Are you passionate about building scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard's Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you'll help shape the future of customer success operations across a global, growing organization. You'll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.
The Sr. Specialist of Services Global Customer Success Operations reports to the Customer Success Lead within the APAC and will support in the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to support best-in-class Customer Success Operations Mastercard Services' business. You will be working within the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.
Responsibilities will include:
Strategy & Process Design

• Support the execution of the Customer Success (CS) Operations roadmap for Mastercard Services
• Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes
• Support the implementation of scalable CS practices across diverse product lines and customer segments

Systems & Tools

• Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau)
• Implement integrated workflows that support white-glove, scaled, and digital CS motions
• Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences

Metrics & Insights

• Track KPIs to measure CS performance and customer health
• Build dashboards and reports for stakeholders ranging from executives to front-line teams
• Track leading indicators of positive outcomes and perform analysis to identify trends that enable action

Collaboration & Enablement

• Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs
• Champion CS best practices across the organization and support change management initiatives
• Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation

All About You:

• Customer Success Operations or related role experience with an understanding of CS strategy and execution
• Proven ability to design scalable processes and translate technical capabilities into business value
• Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
• Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies
• Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes
• Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes
• Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement
• Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
• Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality
• Experience with Gainsight or similar CS platforms, a plus

Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
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.

Skills Required