Specialist Customer Success at Mastercard

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:

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.

Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. 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.

This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be qualified for leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Hypercare Hunter – Product Launch PMO (Product-Facing Role)

Role Overview:

We are seeking a highly strategic and client-facing Hypercare CSM to drive customer engagement, product adoption, and value realization during critical product launch and post-launch phases.

This role combines business development mindset (hunter profile) with PMO discipline and product-facing expertise, ensuring successful deployment, customer engagement, and long-term retention.

The professional will act as a bridge between Product, Sales, Customer Success, and Clients, translating product capabilities into clear business value while orchestrating flawless execution during launch and hypercare periods.

Key Responsibilities:

Lead product launch governance as PMO, ensuring timelines, milestones, and cross-functional alignment.

Coordinate internal stakeholders (Product, Network Services, Analytics, Ams/BDs, Customer Success).

Monitor KPIs, adoption of metrics, and performance dashboards to ensure value delivery.

Structure executive updates and steer committees with senior client stakeholders.

Anticipate risks and drive mitigation plans to ensure seamless deployment.

Collect structured client feedback to influence product roadmap and enhancements.

Profile Requirements:

Strong hunter mindset with the ability to identify growth and expansion opportunities.

Experience in product launches, PMO governance, and client-facing roles.

Ability to engage C-level stakeholders and influence decision-making.

Strong analytical mindset with KPI-driven approach.

Experience in fintech, payments, fraud/risk, cybersecurity, or digital products is a plus.

Excellent communication and storytelling skills.

Ability to operate in fast-paced, strategic growth environments.

Value Proposition of the Role:

This role operates in a fast-growing strategic area focused on:

Engaging clients in new product capabilities

• Driving adoption and retention

• Increasing Customer Lifetime Value

• Generating expansion revenue

• Strengthening product-market fit through structured feedback loops

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.