Manager, Customer Success

Manager, Financial Institutions – Customer Success

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.

The Client Success team is seeking a Manager, Financial Institutions – Customer Success (CSM) to serve as the strategic liaison between Mastercard and our financial institution clients. This role is responsible for driving executive level engagement with strategic clients, ensuring measurable value realization from Mastercard solutions, and identifying growth opportunities. You will partner closely with cross functional teams to deliver a seamless client experience and support long term retention and expansion. This role blends deep client partnership, operational leadership, and cross functional collaboration to support complex FI clients.

Key Responsibilities

• Develop a deep understanding of Mastercard's solutions and services and advise clients on how to maximize value
• Own and manage executive level relationships across assigned FI clients, acting as a trusted advisor
• Lead the end to end client success lifecycle, from onboarding through adoption, growth, renewal, and retention
• Drive customer adoption, value realization, and retention strategies across strategic accounts
• Identify upsell and expansion opportunities by uncovering new use cases and evolving client needs
• Engage clients on industry trends, new products, and solutions that drive business outcomes
• Create and execute strategic account plans with measurable objectives and success metrics
• Monitor client health and performance metrics, delivering actionable insights and recommendations
• Partner closely with Sales, Product, Technology, and Operations teams to ensure aligned execution
• Act as the primary escalation point for high priority issues related to customer health, billing, contracts, or operations
• Lead client facing meetings, including QBRs, strategic planning sessions, and renewal discussions
• Contribute to the evolution of scalable Client Success engagement models and best practices

Qualifications

• Experience in customer success, account management, consulting, or a similar client facing role
• Strong understanding of client success management principles and strategic account ownership
• Experience working with financial institutions, fintechs, or regulated industries preferred
• Familiarity with SaaS, API based, or platform driven solutions
• Open banking experience a plus
• Proven ability to manage senior and C level stakeholder relationships
• Strong communication and presentation skills, including executive level storytelling
• Analytical mindset with experience translating data into actionable insights
• Proactive, client centric approach with strong problem solving skills
• Ability to operate effectively in complex, ambiguous environments
• Experience collaborating with Sales, Product, Technology, and Operations teams
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Prior experience in payments, fintech, or financial services strongly preferred

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks carry inherent risk, and the successful candidate 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
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines

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 View email address on click.appcast.io 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.

Pay Ranges

Salt Lake City, Utah: $118,000 - $171,000 USD