Vice President, Customer Success

Overview The Vice President of Customer Success for the Small and Medium Enterprise organization is responsible for post‑sale revenue protection and growth across SME solutions, with direct accountability for customer adoption, retention, renewal execution, and expansion. The role owns the Customer Success operating model across North America SME and serves as the key point of accountability for identified customers, partnering closely with NAM Sales/Account Managers, Product, Delivery, Support and Services leadership to ensure customers realize overarching value from Mastercard’s capabilities while driving durable, multi‑year revenue outcomes. Post Sale Revenue Ownership Own gross and net retention outcomes for customers. Lead renewal strategy, forecasting, and execution in close partnership with Sales and Revenue Operations, including executive level intervention on high‑risk or high‑value accounts. Customer Adoption and Value Realization Ensure customers successfully onboard, integrate, and operationalize their partnership with Mastercard and opportunity for cross‑sell. Executive Customer Leadership Serve as the executive sponsor for the most strategic and complex customers. Lead executive business reviews, manage escalations, and maintain senior stakeholder relationships where renewal or expansion outcomes depend on executive alignment. Expansion and Growth Strategy Identify and drive expansion opportunities within existing accounts in the financial institution, merchant, acquirer, processor and digital partnership spaces including increased volume, new use cases, additional products and broader adoption across business units and geographies. Partner with Sales leadership on account strategy and expansion deal execution. Customer Success Operating Model Design and lead the Customer Success coverage model, including account segmentation, engagement cadence and role clarity. People Leadership Lead and develop Customer Success Directors. Set clear performance expectations tied to customer outcomes, coach leaders through complex situations, and build a resilient, accountable Customer Success organization. Cross Functional Leadership Partner with Product, Sales, Delivery, Support and Services teams to resolve customer issues, influence roadmap priorities based on customer feedback and ensure closed‑loop communication. Represent the voice of the customer in product and go‑to‑market discussions. Metrics and Governance Define and review Customer Success KPIs including customer health, churn risk, renewals, expansion pipeline, executive engagement and customer satisfaction. Use data‑driven insights to prioritize leadership attention and investment. All About You Senior leadership experience in Customer Success, Account Management, or post‑sale roles within SaaS, payments, financial institutions and data‑driven technology businesses Proven ownership of retention, renewal and expansion outcomes at enterprise scale Experience partnering closely with Sales and Product leadership to drive customer outcomes and revenue growth Focus in cross‑functional partnerships Strong executive presence with the ability to influence C‑level customer and internal stakeholders Deep understanding of customer lifecycle management and value realization in complex, regulated environments Demonstrated ability to lead organizations through change or operating model evolution Measures of Success KPIs related to GDV, revenue, cross‑sell, retention Renewal predictability and churn risk reduction Expansion pipeline quality and conversion Executive customer satisfaction and reference ability Customer Success team performance, engagement and scalability Equal Employment Opportunity Statement Mastercard is a merit‑based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. Benefits Insurance (medical, prescription drug, dental, vision, disability, life) Flexible spending account and health savings account Paid leaves (new parent leave up to 16 weeks, bereavement leave up to 20 days, 80 hours paid sick and safe time, 25 days vacation, 5 personal days) 10 annual U.S. observed holidays 401(k) with best‑in‑class company match Deferred compensation for eligible roles Fitness reimbursement or on‑site fitness facilities Eligibility for tuition reimbursement Competitive base salary and potential annual bonus or commissions Pay Ranges Purchase, New York: $235,000 - $375,000 USD #J-18808-Ljbffr Mastercard