Director, Customer Success
$182,000–$291,000 year
On-sitePurchase, New York, United States
Job Summary
Own overall customer health, retention, and net revenue growth for merchants and ecommerce in the North American SME segment. Be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio. Oversee a portfolio of strategic financial institutions, fintechs, digital partners, processors, and merchant customers. 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. Ensure each strategic account has a clear success plan, value narrative, and executive engagement model. Guide SME discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk. Balance customer experience with Mastercard revenue objectives and long-term partnership goals. 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. Collaborate with SME Business Development, Product, Risk, Operations, and Finance teams to align on account planning, territory alignment, referral driven growth, and onboarding accuracy.
Required 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 portfolios
- 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
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
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