Director, Digital Customer Success

Overview

In this role, you will lead Mastercard’s digital-led customer success model to scale measurable outcomes across onboarding, adoption, value realization, retention, and advocacy. You’ll work with global and regional CS teams and other functions to translate strategy into repeatable programs and assets, supported by data and automation. You will drive cross-functional collaboration to optimize the digital customer journey and contribute to long-term growth through customer value realization and retention.

Responsibilities

• Execute and optimize 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, data-driven, and supported by automation
• Translate Digital CS strategy into repeatable programs, playbooks, and assets with measurable outcomes
• Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions
• Support regional CS teams with guidance, tooling, and best practices
• Act as a key execution partner between the CS COE and regional CS teams
• Support change adoption of digital CS 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
• Serves as a role model for digital first, data driven customer success execution

Key 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
• 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 Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios
• Highly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results
• Effective collaborator and influencer, able to partner closely with regional Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution
• 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

• collaboration
• influence
• analytical mindset
• Gainsight (preferred)
• CRM systems
• marketing automation tools

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