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
Specialist, Customer Success Operations & Enablement
Specialist – Regional Customer Success Operations, Services
Overview
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.
Our Regional Customer Success teams play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships.
They work collaboratively with cross-functional teams to address customer needs, gather feedback on product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service with our customers, the team is dedicated to driving customer value and contributing to the overall growth of the organization.
About the Role
Are you passionate about building strong value propositions that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations & Enablement Specialist. In this role, you’ll help shape the future of how we bring our network products to market grounded in value within the region. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.
As a Customer Success Specialist, you will support best-in-class go to market readiness for our CS teams within the region. You will be working with key partners such as Network Services, Product, Value Enablement, and Marketing in the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.
Responsibilities will include:
Strategy & Process Design
- Support the execution of the region’s new product launch roadmap for Mastercard Services where CS is in scope
- Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes
- Support the implementation of scalable CS practices across diverse product lines and customer segments
Systems & Tools
- Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau)
- Implement integrated workflows that support white-glove, scaled, and digital CS motions
- Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences
Metrics & Insights
- Track KPIs to measure CS performance and customer health
- Define requirements for dashboards and reports needed for stakeholders ranging from executives to front-line teams
- Track leading indicators of positive outcomes and perform analysis to identify trends that enable action
Collaboration & Enablement
- Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs
- Champion CS best practices across the organization and support change management initiatives
- Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation
All About You:
- Bachelor’s degree required, with proven experience in technology, data and analytics, and customer success.
- Proficiency in English, Portuguese, and Spanish is required.
- Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality
- Capability to understand the broader business context and align customer success strategies to ensure sustainable customer success
- Ability to partner with Product teams to accelerate the realization of the value proposition for customers to ensure that programs are effective and adaptable to changing customer needs.
- Experienced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
- Ability to design scalable processes and translate technical capabilities into business value
- Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
- Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in
- Strong analytical skills with experience in visual storytelling and a talent for choosing appropriate graphs and visuals to deliver an impactful message with data
- Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes
- Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement
- Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
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.
