Director, Customer Success

1 week ago

London, Greater London, United Kingdom Mastercard Full time

Our Mission

We strive to establish connections and empower a diverse, digital economy that benefits all individuals globally through ensuring secure, uncomplicated, intelligent, and accessible transactions. By utilizing secure data, partnerships, and enthusiasm, our innovations and solutions aid individuals, financial institutions, governments, and businesses in achieving their utmost potential.

Our decency quotient, or DQ, is the driver of our culture, reflecting in all our actions both within and outside the organization. We foster an inclusive culture that values the unique strengths, perspectives, and experiences of each employee.

We firmly believe that our diversity enhances our teamwork, leading to better decision-making, fostering innovation, and delivering superior business outcomes.



Job Title:
Director of Customer Success

Team's Purpose
  • Mastercard Digital Labs is a globally recognized innovation lab dedicated to driving innovation for our clients and expediting the development of their new products through a range of services encompassing strategy, design, development, and product launch.
  • We specialize in payments and commerce, immersed in our clients' businesses. By integrating design thinking and digital transformation, we deliver truly outstanding products that captivate our clients and their customer base.

Role Purpose

As the Director of Customer Success, your primary focus will be on enhancing customer satisfaction, retention, and growth by maximizing the value customers receive from implementing our products. You will pinpoint customer opportunities, define new services, and establish a successful work pipeline with the goal of building a new business unit within Digital Labs.

Key Responsibilities

  • Analysis and Benchmarking - Collaborate with our global customer base and product teams to identify, quantify, and prioritize areas of opportunity. Assess customer implementations of our solutions to recognize Customer Success prospects.
  • Pipeline Development - Engage with account and business development teams to outline and present specific consulting projects to our clients, establishing and expanding a pipeline of Customer Success initiatives.
  • Customer Engagement and Relationship Management - Serve as a trusted advisor and subject matter expert for our account teams and Customer Solution Centres.
  • Customer Success Delivery - Define projects and establish key performance metrics to gauge and enhance performance and value.
  • Customer Success Advocacy - Promote our initiatives, elevate our teams, and empower our consulting workforce to incorporate best practices in future implementations, amplifying our impact and reach.
  • Team Development and Leadership - Construct, mentor, and motivate a high-performing customer success team, fostering a culture of excellence, collaboration, and continual enhancement.

Qualifications
  • Passion for customer advocacy and a dedicated commitment to delivering exceptional customer experiences.
  • Experience in establishing and expanding a Customer Success function.
  • Proven success in a customer-facing leadership position, preferably in the payments technology or SaaS sector.
  • Background in innovation labs and design thinking.
  • Robust strategic thinking and analytical skills, translating customer insights into actionable strategies and projects.
  • Outstanding communication, presentation, and interpersonal skills, capable of building connections and influencing stakeholders at all levels.
  • Experience in leading and developing top-performing teams, emphasizing coaching, mentoring, and talent development.
  • Adaptability to thrive in a fast-paced, dynamic setting and deliver results on a global scale.
  • Bachelor's degree in business, marketing, or a related field (Master's degree preferred).

Benefits
  • Competitive salary and performance-driven bonuses.
  • Comprehensive benefits package, including health coverage, retirement plans, and more.
  • Ongoing opportunities for professional growth and advancement in a fast-paced, entrepreneurial atmosphere.
  • A supportive and collaborative culture that champions diversity, inclusion, and innovation.

Join us in shaping the evolution of payment technology and creating a significant impact on business and consumer transactions.



Corporate Security Responsibility

All engagements involving access to Mastercard's assets, information, and networks carry inherent risks to the organization. Hence, every individual working at, or on behalf of, Mastercard is accountable for information security and must:

  • Adhere to Mastercard's security policies and protocols.
  • Maintain the confidentiality and integrity of accessed information.
  • Report any suspected information security breaches or violations.
  • Successfully complete all compulsory security training sessions following Mastercard's guidelines.

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