Director, Digital Customer Success [Global]

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, Digital Customer Success [Global] 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 Center of Excellence 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. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem. Responsibilities The Director, Digital Customer Success will lead the strategy and execution of Mastercard’s digitalled customer success model, serving as the architect of a scalable, automated, and datadriven customer journey. This role ensures customers achieve measurable outcomes at scale through thoughtfully designed onetomany experiences that blend technology, analytics, and targeted human engagement. This role will design journeys from onboarding and adoption through value realization, retention, expansion, and advocacy. The Director will build out the systems, programs, and operating discipline that will define Mastercard’s digital customer success playbook, leveraging lifecycle campaigns, customer telemetry, and behavioral signals to drive consistent outcomes across large and diverse customer portfolios. The Director will focus on building repeatable success engines rather than managing individual products or accounts, enabling teams to focus where impact is greatest. This role requires close partnership with Product, Sales, Marketing, Privacy, and Technology and Operations. This is a role for a strategic builder who thrives in making sense out of complexity, enjoys creating scalable systems from the ground up, and can influence across the organization to embed customer success at the core of how Mastercard serves customers. Responsibilities Define and own the Digital Customer Success vision, operating model, and roadmap for digital outreach, aligned to Mastercard Services priorities and global standards Architect end-to-end, digital-first lifecycle journeys, including onboarding, adoption, value realization and expansion enablement Curate and scale best practices, processes, tools, and technologies that enable consistent and self-service highquality customer experiences across regions and teams Design and operationalize triggerbased playbooks that translate customer telemetry (usage shifts, adoption gaps, sentiment changes) into proactive, scalable interventions Partner with Product and Marketing to ensure lifecycle content, inproduct guidance, messaging, and campaigns are relevant, compliant, and outcomeoriented Own the digital success measurement framework, inc ... (truncated, view full listing at source)