Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Director, Digital Customer Success role.
Rezi rewrites your resume against Mastercard's job description. Free.
Tailor your resume to this Director, Digital Customer Success role.
Rezi rewrites your resume against Mastercard's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Director, Digital Customer Success posting at Mastercard — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Director, Digital Customer Success posting at Mastercard — free, in seconds.
About the Role
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. 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.
Responsibilities
- Execute and continuously improve digital customer success journeys aligned to the global CS strategy
- Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy
- Ensure journeys are scalable, outcome driven, and supported by data and automation
- Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting
- Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions
- Support regional CS teams with guidance, tooling, and best practices for consistent execution
- Act as a key execution partner between the CS COE and regional CS teams
- Support change adoption of digital customer success motions across stakeholders
- Contribute customer insights to improve products, processes, and overall customer experience
- Leads digital CS initiatives, programs, or pods via virtual teaming
- Influences outcomes through collaboration and program leadership rather than enterprise wide ownership
- Serves as a role model for digital first, data driven customer success execution
Requirements
- Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments
- Customer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions
- Proven success leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes
- Execution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale
- Deep understanding of the end to end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth
- Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard’s products and services
- 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
Skills
- Customer Success platforms (Gainsight experience preferred)
- CRM systems
- Marketing automation tools
- Product analytics
- Highly analytical
- Data driven
- Effective collaborator
- Influencer
About the Company
- 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.