Director, Support & Retention Experience

Full-time

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
Director, Support & Retention Experience
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 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.
The Role
This is a strategic leadership role at the heart of MACS's growth, focused on ensuring that every customer who joins the platform succeeds, stays, and gets more value over time. As we move to automated onboarding at scale, customers who struggle during setup risk dropping off silently. And once customers go live, there is currently no dedicated function watching over them. This role exists to close both gaps.
You will build and lead the Support and Retention Experience function from the ground up, defining how we monitor customer health, how we respond when things go wrong, and how we help customers grow their use of the platform over time. Your work will directly influence retention, platform adoption, and the long-term commercial performance of MACS, giving you meaningful visibility and impact at senior levels.
Beyond day-to-day operations, this role offers the opportunity to build durable systems that last, translating complex customer signals into clear, scalable interventions that empower teams and improve outcomes. It is an ideal role for someone who thrives on building, leads through influence, and is energized by the challenge of creating a function that does not yet exist.
What you'll be doing
Own the customer health monitoring strategy: define the signals, health scores, and thresholds that give all teams a shared, real-time view of how every customer is doing across onboarding and production
Build the post-production support function: establish the team, SLAs, escalation paths, and tooling that keep every live MACS customer continuously supported
Design and operationalize automated playbooks: codify responses to common failure modes so that support is fast, consistent, and scalable without proportional headcount growth
Drive cross-functional alignment on data and integration: connect signals from Developer Zone, Product Express, and onboarding systems into one shared data layer that underpins all support automation
Identify growth and expansion opportunities: use usage patterns to surface customers ready for additional platform capabilities and close the loop with commercial and product teams
Provide senior leadership with clear visibility into customer health, support performance, and retention trends
Build, coach, and lead a high-performing team, setting clear expectations and development paths
All About You
Significant experience in customer success, support, or retention in a B2B platform or technology business, with a track record of building functions from an early stage
Strong familiarity with API-based, developer-facing products and the ability to translate technical signals into customer experience insight
Demonstrated understanding of how AI and automation can drive operational efficiency, including automating playbooks, powering health monitoring, and scaling interventions
Proven ability to influence senior stakeholders and align diverse cross-functional teams across product, engineering, data, and commercial
Strong strategic thinking paired with disciplined execution
Bachelor's degree required; MBA preferred
Experience in payments, fintech, or developer platform environments is a strong advantage
What success looks like
Every customer who stalls during onboarding is identified and recovered before they disengage
Every live production customer is continuously monitored, with problems caught and resolved before they affect the customer's business
Leadership has confidence and clear visibility into customer health, support performance, and retention outcomes
Teams across product, commercial, and engineering are aligned around a single, shared view of customer status
Customers stay longer, use more of the platform, and feel like they have a long-term partner rather than just a vendor they signed up with once 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.

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Vacancy posted a month ago

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