About Us

At Mastercard, we're powering economies and empowering people, building ​ a sustainable economy where everyone prospers.

Size: 10000+ employees
Industry: Consulting, Financial Services, Technology, Fintech

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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

Senior Specialist, Customer Success

Job Posting Title: Manager, Customer Success

Job Description Summary:

Overview:

Mastercard is a global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®.

Cybersecurity is one of Mastercard's fastest growing business units and is responsible for developing technologies and solutions that provide safe, secure, and frictionless interactions for Mastercard's customers and partners. Risk Recon by Mastercard, is a high growth business focused on enabling organizations to dramatically improve their third-party risk management programs. Our automated solutions produces analyst-quality, risk-prioritized action plans that enable efficient prioritization of third-party security risks and constructive collaboration with vendors.

Risk Recon serves many well-known organizations - large banks, healthcare, insurance, energy, business services and other global companies.

Role

As a Risk Recon Customer Success team member, you will own your accounts' entire post-sales customer journey. This includes onboarding, adoption, strategic business review, and renewals. You will work closely with our Sales team to identify upsell opportunities and renewal risks. As a Customer Success Manager, you will be responsible for working with new and existing clients to ensure their Risk Recon journey - from purchase to renewal - is successful and effectively managed.

Your goal is to become a trusted advisor and to create an exceptional client experience using the Risk Recon solution. Your are to drive high levels of client satisfaction, excellent renewal rates, and sales add-on opportunities.

Key Responsibilities:

• Work with assigned customers to define goals, success plans and key performance indicators.
• Apply project management and communication skills to help clients ensure long-term success and widespread use of Risk Recon through hands-on workshops, regular review sessions, training, and best practice sessions.
• Promptly respond to prospect and client issues/concerns and coordinate escalation of issues with Operations, Technical Support and other internal resources.
• Conduct Strategic Business Reviews with assigned accounts to review goals, adoption and future opportunities.

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• Build relationships with technical resources and key decision makers within your accounts.
• Proactively engage those within the account to ensure positive renewal outcome.
• Use data and gather metrics to regularly assess client progress, adoption of new features and maintain positive health status.
• Be the "voice of the client" within Risk Recon and identify enhancement requests, manage client escalations where needed, and present new customer use cases to Product.
• Identify opportunities to improve client-facing tools, documentation, and training materials.

Knowledge and Skills You are:

• a self-starter and is passionate about security technology.
• have excellent verbal and written skills.
• work effectively in both a team environment and independently.
• have excellent organization, motivation, leadership and interpersonal skills.
• Interested in cybersecurity and have some experience or a background in this space Experience and Education You have:
• Knowledge and experience of a renewals based business.
• Experience in account management or client success role within a SaaS organization and/or 5+ years' experience in Third Party Risk or GRC.
• Proven track record of working with enterprise accounts, with the ability to create and maintain relationships at all levels.
• Previous customer-facing experience.
• Prior experience working in a high growth company environment.
• Experience with Salesforce.com or equivalent CRM system.

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.

Client-provided location(s): London, United Kingdom

Job ID: Mastercard-22331_R-259857

Employment Type: OTHER

Posted: 2025-09-05T19:24:28
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• FSA With Employer Contribution
• HSA
• HSA With Employer Contribution
• Fitness Subsidies
• On-Site Gym
• Pet Insurance
• Mental Health Benefits
• Virtual Fitness Classes
• Health Reimbursement Account

Parental Benefits

• Birth Parent or Maternity Leave
• Non-Birth Parent or Paternity Leave
• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources
• On-site/Nearby Childcare
• Adoption Leave

Work Flexibility

• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities

Office Life and Perks

• Commuter Benefits Program
• Casual Dress
• Happy Hours
• Snacks
• Company Outings
• On-Site Cafeteria
• Holiday Events
• Some Meals Provided

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence
• Volunteer Time Off

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Relocation Assistance
• Financial Counseling
• Stock Purchase Program
• 401(K)
• Company Equity

Professional Development

• Tuition Reimbursement
• Promote From Within
• Mentor Program
• Access to Online Courses
• Lunch and Learns
• Internship Program
• Work Visa Sponsorship
• Leadership Training Program
• Associate or Rotational Training Program
• Shadowing Opportunities

Diversity and Inclusion

Employee Resource Groups (ERG)

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