Sr. Specialist - Regional Customer Success Operations, Services

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

Sr. Specialist - Regional Customer Success Operations, Services

Sr. 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 scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you’ll help shape the future of customer success operations across a global, growing organization. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.

The Sr. Specialist of Services Global Customer Success Operations reports to a member of the regional customer success leadership team and will support the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to support best-in-class Customer Success Operations Mastercard Services’ business. You will be working within 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 Customer Success (CS) Operations roadmap for Mastercard Services

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

Build dashboards and reports 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:

Operational Excellence experience in the areas of sales strategy and operations, sales excellence, delivery excellence, etc.

Proven ability to design scalable processe