VP Customer Success Loyalty

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

VP Customer Success Loyalty

Overview

Mastercard’s Consumer Acquisition & Engagement (CA&E) team partners with leading banks and merchants to enhance the value of customer interactions and drive higher engagement and profitability. Within CA&E, the Rewards team leads our MarTech offerings—including loyalty platforms, redemption engines, campaign tools, and marketing automation solutions—that drive customer stickiness and increase lifetime value.

As we scale these solutions, we are seeking a Vice President of Customer Success – Loyalty to build and lead our global Customer Success function from the ground up. In this strategic leadership role, you will define and execute the vision for how we partner with clients to ensure they extract maximum value from our loyalty platform and programs.

You’ll be responsible for hiring and developing a high-performance team, establishing scalable processes, driving adoption and retention, and delivering a world-class client experience that translates into measurable business outcomes. As the voice of the customer, you’ll work cross-functionally with product, sales, marketing, and technical teams to shape the roadmap and strategy for loyalty innovation.



Role & Responsibilities

Design, build, and lead a global Customer Success organization for our loyalty products, laying the foundational structure, team, and processes from the ground up.

Develop and implement a scalable customer success strategy that drives adoption, satisfaction, and expansion across a diverse client base.

Serve as a trusted advisor to enterprise clients, helping them align their loyalty strategy with platform capabilities and industry best practices.

Cultivate deep relationships with senior stakeholders (e.g. Heads of Loyalty, Digital, and CRM) to champion customer value realization.

Collaborate with Sales and Account Management to support renewals and uncover upsell opportunities through proactive engagement.

Establish and track customer health metrics, develop success plans, and create proactive risk management and feedback loops.

Build customer journey maps and onboarding frameworks to ensure smooth, value-driven experiences from day one.

Partner with Product and Engineering to prioritize enhancements based on real-world feedback and evolving loyalty trends.

All About You

Proven experience in building and scaling a global customer success function, ideally in a SaaS, MarTech, or loyalty platform environment.

Strong leadership background with a track record of hiring, mentoring, and enabling high-performing, globally distributed teams.

Deep understanding of loyalty, personalization, and customer engagement strategies across industries.

Executive-level presence with the ability to influence C-level stakeholders and navigate complex client organizations.

Data- and outcomes-driven mindset with a focus on measuring success via retention, NPS, adoption, and business value delivered.

Experience working cross-functionally with Product, Marketing, Sales, and Engineering to align on customer needs and roadmap priorities.

Excellent communication, presentation, and storytelling skills, especially in explaining strategic concepts

Bachelor’s degree required; MBA or relevant advanced degree is a plus.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information,