Senior Specialist, Customer Success at Mastercard

Waterloo, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

27 Jun, 26

Salary

0.0

Posted On

29 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Business Growth, Technical Readiness, Program Readiness, Data Analytics, Risk Management, Fraud Reduction, Cybersecurity, Digital Payments, Customer Success, Strategic Priorities, Value Realization, KPI Articulation, Business Model Evaluation, Training Material Development, Customer Feedback Gathering

Industry

IT Services and IT Consulting

Description

Job Title: Senior Specialist, Customer Success Overview: 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 Services 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 will work 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 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 As a Customer Success Manager (CSM) for Services, you will support the development and delivery of strategic priorities within the region. In this role the CSM will focus on supporting acquirers and processors, helping them maximize the value of Mastercard’s Services portfolio. This involves identifying opportunities to enhance performance, reduce fraud and operational risk, and optimize digital payment experiences through data-driven insights and best practices. While not required, knowledge of the acquiring ecosystem is a strong advantage. It enables the CSM to accelerate customer understanding, anticipate industry-specific needs, and deliver more meaningful recommendations. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Manager will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness. Customer Engagement: • Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale • Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products • Articulate key performance indicators related to cost, performance and optimization and the insights associated with them Growing the Business: • Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products • Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings • Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data Technical & Program Readiness: • Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition • Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner • Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products All About You: • Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage • Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus • Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability • Experience in Payments, esp. with Acquirers and/or merchants preferred • Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner • Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth • Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties • Experience in creative thinking and development of innovative solutions to complex customer challenges • Enthusiastic individual who works seamlessly with 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 • Language placeholder, regional location priority placeholder To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

Responsibilities

The Senior Specialist will support the development and delivery of strategic priorities, focusing on acquirers and processors to maximize the value of Mastercard’s Services portfolio by identifying performance enhancement and risk reduction opportunities. Primary responsibilities cover customer engagement, growing the business through identifying expansion opportunities, and ensuring technical and program readiness via training and feedback loops.