MastercardDirector, Customer Success
Mastercard is hiring a Director, Customer Success in New York, United States. Level rates it ; you can apply on Mastercard.
Level's read on this job
- Level rates this customer service role Little AI ●○○○: aI is not part of the work.
- Tools and skills the posting cites include customer success, account management and revenue growth.
- Level classifies it as a senior role.
- Level lists 948 other open roles at Mastercard.
AI in this role
Lead customer success and revenue growth for strategic small and medium enterprise accounts.
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
Director, Customer SuccessSmall and Medium Enterprise SegmentOverview:
The Director of Customer Success for Small and Medium Enterprise is a key leadership role responsible for the health, retention, and growth of a defined customer segment within Mastercard’s SME organization in the North America market. This role manages strategic financial institutions, fintechs, digital partners, processors and acquirers and merchant customers with meaningful revenue responsibility.
The Director is accountable for customer outcomes, executive relationships, and commercial performance across the segment. This includes renewals, expansion, and long-term value creation in close partnership with Sales, Product, Risk, and Operations teams.
This position operates at a director level within the SME team and requires strong leadership presence, commercial acumen, and the ability to engage credibly with senior customer executives.
Key Responsibilities:
• Segment and Revenue Leadership
• Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment
• Be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio
• Partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable
• Identify early risk signals, prioritize intervention strategies, and manage executive level escalations
• Strategic Account Ownership
• Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers
• Ensure each strategic account has a clear success plan, value narrative, and executive engagement model
• Guide Small and Medium Enterprise discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk
• Balance customer experience with Mastercard revenue objectives and long-term partnership goals
Executive Engagement:
• Own and maintain senior executive relationships at key customer accounts where appropriate
• Act as an executive sponsor for high value customers and complex negotiations
• Represent the voice of the customer internally to influence product direction, service models, and investment priorities
Cross Functional Partnership:
• Collaborate closely with SME Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities
• Partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input
• Align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery
Success Measures:
• Strong retention and GDV and net revenue growth within the assigned segment
• Trusted executive relationships with assigned customers
• Clear visibility into account health, risks, and expansion opportunities
• A capable, engaged team that owns outcomes and communicates confidently at the executive level
Qualifications:
• Proven experience in Customer Success or Account Management teams in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses
• Demonstrated ownership of revenue, renewals, and expansion outcomes at scale
• Strong executive presence with experience engaging key levels within organizations and customer stakeholders
• Ability to operate cross functionally in a matrixed organization
• Experience managing strategic, high value customer portfoliosMastercard 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.
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.
Pay Ranges
Purchase, New York: $182,000 - $291,000 USDHow we rate this
Director, Customer Success at Mastercard rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Pay
- Typical customer service job
- $99k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
Questions you could be asked
- Tell me about a project where customer success was part of your work. What did you do?
- Tell me about a project where account management was part of your work. What did you do?
- Tell me about a project where revenue growth was part of your work. What did you do?
- Tell me about a project where leadership was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Customer Success, Account Management, Revenue Growth, and Leadership. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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