Director, Customer Success
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, Customer Success
External Title Posting: Director, Customer Success, Payments
Internal Title: Director, Customer Success 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. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Advisors Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be enhanced customer value, net retention rate (NRR) of revenue, qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem. Responsibilities Customer success plays a pivotal part in ensuring that customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. As a Customer Success Director, your primary areas of responsibility include: 1) People Management, 2) Operational Management 3) Product Launch Coordination, and 4) Customer Engagement. As a People Manager, you support a team of Customer Success Managers to grow into best-in-class Customer Success talent via coaching and training. This includes assessing and developing their skills, managing their performance and career development, and creating the conditions for success in their role and in their career at Mastercard. This is a people-oriented role that requires extensive experience in building and executing learning plans, collecting and providing feedback, performance evaluation and performance management, preparing and justifying promotions and overall career management. Being part of a delivery organization, you act as an Operational Manager, working in close alignment with the Services Customer Success Center of Excellence on implementing new processes and continuous improvement of the current state to ensure high adoption, transparent performance measurement, and outcome achievement from the team. Coordinating Product launches in the Region: working hand in hand with the Regional Customer Success Leadership team, Network Services, and Regional Product Owners to define, implement, and report on the launch plan for new products. This includes internal and external communication plans, internal enablement, customer training, usage and adoption monitoring and value quantification. Customer Engagement, as a senior Customer Success professional, build robust customer partnerships by deeply understanding their business needs and actively managing customer health and value realization throughout the network product launch and post-sale phases. You proactively identify opportunities to optimize customer outcomes, aiming to drive greater value and support their strategic objectives through Mastercard’s products. In this capacity, you clearly articulate key performance indicators related to cost, performance, and optimization, providing actionable insights to help customers achieve measurable improvements and ensure alignment with their priorities. All About You: Enthusiastic manager of talent who builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners Knowledge and understanding of payments technology and application of that knowledge to address customer/market needs Successful track record of identifying “next opportunity” for customers to partner with Mastercard to further enhance the strength and value of the partnership for both parties Successful record in developing and implementing sustainable customer success strategies that align with the organization's goals Extensive experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth Highly skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage Experience in creative thinking and development of innovative solutions to complex customer challenges Demonstrated experience building and maintaining relationships with the ability to create followership by generating value with key stakeholders across the organization Advanced ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner Spanish and English required 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.
Vacancy posted a month ago
Similar jobs that could be interesting for youBased on the Director, Customer Success in Brazil vacancy
$3,000 - $5,000 per month
...We are seeking a senior, highly proactive Customer Success Manager (Growth) who does far more than just "check the box" on customer calls. This is a high-ownership, individual contributor role designed for a problem solver who digs deep into customer pain points, takes...SuggestedFull timeContract workImmediate startRemote workPanoptyc
Brazil6 days ago- ...The Role We are looking for an Onboarding Success Manager who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. You will be part of the frontline of our business and interact directly with...SuggestedContract workRemote work
Oyster
Brazil6 days ago - ...As a Customer Success Manager focused on serving our most strategic customers in Latin America, you will serve as a trusted advisor to agencies across the region, helping them derive maximum value from Planet’s satellite imagery and geospatial solutions. You’ll support...SuggestedFull timeContract workWork at officeRemote work3 days per week
Planet Labs
Brazil7 days ago - ...in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper... ...greatest potential. Title and Summary Manager, Customer Success Services within Mastercard is responsible for acquiring,...SuggestedFull timeWorldwide
Mastercard
Brazil14 days ago - ...global payroll and HR tech solutions Act as the voice of the customer internally across product and operations teams Account... ...discussions and commercial continuity Solution Delivery & Client Success Understand client workforce and business needs Recommend...SuggestedFull time
Globalli
Brazil27 days ago - ...ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and... ..., government, finance). 6. Partner closely with customer success and solutions engineering to ensure smooth onboarding and expansion...Remote jobFull timeImmediate start
- ...About the Role We're seeking an exceptional Technical Account Manager to drive customer success with the UiPath Platform. This role combines deep technical expertise with strategic advisory capabilities to help enterprise customers maximize their automation investments...Full timeWork at officeRemote work
UiPath
Brazil11 days ago - ...professional level) # Must be located in South America # Proven experience as a Virtual Assistant , Community Manager , or similar customer-facing role # Hands-on experience running or moderating WhatsApp groups or communities is required # Comfortable managing...Full timeRemote work
Decentralized Masters
Brazila month ago - About the Role We're looking for a highly organized, client-facing Live Creator Account Manager to join our growing Social Commerce team. In this role, you'll manage a portfolio of live content creators - supporting their strategy, overseeing their weekly live streams...Full timeContract workRemote workAfternoon shift
Darkroom
Brazila month ago - ...to improve visibility in Google Search and Google Maps. Develop and execute Local SEO strategies to improve local rankings and customer engagement. What Makes You a Perfect Fit You enjoy helping local businesses grow through Google Business Profile optimization...Full timeLocal area
Pavago
Brazil27 days ago - About the Role We're looking for a highly organized, client-facing Live Creator Account Manager to join our growing Social Commerce team. In this role, you'll manage a portfolio of live content creators - supporting their strategy, overseeing their weekly live streams, ...Full timeRemote workAfternoon shift
Darkroom
Brazil27 days ago - ...on global payroll and HR tech solutions Act as the voice of the customer internally across product and operations teams Account Growth &... ...discussions and commercial continuity Solution Delivery & Client Success Understand client workforce and business needs Recomm...Full time
Globalli
Brazil27 days ago - We're looking for an experienced Local SEO Account Manager to own the delivery of Google Business Profile (GBP) optimization and Local SEO strategies for a portfolio of U.S.-based clients. This is a client-facing, hands-on role where you'll manage approximately 15-20 client...Full timeLocal area
Pavago
Brazil27 days ago - ...narrative around performance, identifying growth opportunities, and ensuring all marketing efforts ladder up to business objectives. A successful candidate is a strong cross-channel marketer and communicator who can confidently translate data into insights, guide internal...Full time
Powerdigitalmarketing
Brazil27 days ago
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Director, Customer Success. Be the first to apply!
Related searches
- insurance customer service manager Brazil
- director customer care Brazil
- csm Brazil
- customer service supervisor Brazil
- customer service executive Brazil
- manager customer experience Brazil
- sales customer service manager Brazil
- customer advocacy manager Brazil
- customer service support manager Brazil
- customer retention Brazil