Director, Digital Customer Success [Global]

with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success Center of Excellence team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.

This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem.

Responsibilities

The Director, Digital Customer Success will lead the strategy and execution of Mastercard's digitalled customer success model, serving as the architect of a scalable, automated, and datadriven customer journey. This role ensures customers achieve measurable outcomes at scale through thoughtfully designed onetomany experiences that blend technology, analytics, and targeted human engagement.

This role will design journeys from onboarding and adoption through value realization, retention, expansion, and advocacy. The Director will build out the systems, programs, and operating discipline that will define Mastercard's digital customer success playbook, leveraging lifecycle campaigns, customer telemetry, and behavioral signals to drive consistent outcomes across large and diverse customer portfolios.

The Director will focus on building repeatable success engines rather than managing individual products or accounts, enabling teams to focus where impact is greatest. This role requires close partnership with Product, Sales, Marketing, Privacy, and Technology and Operations.

This is a role for a strategic builder who thrives in making sense out of complexity, enjoys creating scalable systems from the ground up, and can influence across the organization to embed customer success at the core of how Mastercard serves customers.

Responsibilities

Define and own the Digital Customer Success vision, operating model, and roadmap for digital outreach, aligned to Mastercard Services priorities and global standards

Architect end-to-end, digital-first lifecycle journeys, including onboarding, adoption, value realization and expansion enablement

Curate and scale best practices, processes, tools, and technologies that enable consistent and self-service highquality customer experiences across regions and teams

Design and operationalize triggerbased playbooks that translate customer telemetry (usage shifts, adoption gaps, sentiment changes) into proactive, scalable interventions

Partner with Product and Marketing to ensure lifecycle content, inproduct guidance, messaging, and campaigns are relevant, compliant, and outcomeoriented

Own the digital success measurement framework, including customer telemetry, behavioral data, and sentiment signals to trigger proactive, automated success and risk mitigation plays

Champion experimentation and continuous improvement, establishing a testandlearn discipline to optimize onboarding, adoption, engagement, and retention at scale

Act as a strategic sponsor for automation and AIenabled success capabilities, piloting and scaling innovations that improve efficiency and customer outcomes

All About You

• Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or servicesdriven environments

• Proven success building and evolving digital customer success operating models, including lifecycle programs, playbooks, automation, and measurement frameworks

• Experience operating in a horizontal, governing role, defining standards, frameworks, and models that guide and enable distributed teams without direct line management

• Deep understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios

• Strong data fluency, with the ability to define and track meaningful success metrics, interpret customer telemetry and behavioral signals, and translate data into scalable, automated actions

• System-oriented mindset with a passion for process optimization, transforming manual workflows into repeatable, highquality digital experiences

• Exceptional communicator and storyteller, able to translate complex technical, data, or regulatory concepts into clear, compelling narratives for executive and crossfunctional audiences

• Proven ability to influence and align stakeholders across global, matrixed organizations without direct authority

• Equally confident setting strategic direction and rolling up your sleeves to execute, learn, and iterate

• Strong alignment with Mastercard's values, including inclusion, integrity, collaboration, and innovation.

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.