Director of Customer Success
Posted Updated
Description
- The Director of Customer Success for Small and Medium Enterprise is a key leadership role responsible for the health, retention, and growth of a defined customer segment within Mastercard’s SME organization in the North America market.
- This role manages strategic financial institutions, fintechs, digital partners, processors and acquirers and merchant customers with meaningful revenue responsibility
- The Director is accountable for customer outcomes, executive relationships, and commercial performance across the segment. This includes renewals, expansion, and long-term value creation in close partnership with Sales, Product, Risk, and Operations teams
- This position operates at a director level within the SME team and requires strong leadership presence, commercial acumen, and the ability to engage credibly with senior customer executives
- Segment and Revenue Leadership
- Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment
- Be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio
- Partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable
- Identify early risk signals, prioritize intervention strategies, and manage executive level escalations
- Strategic Account Ownership
- Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers
- Ensure each strategic account has a clear success plan, value narrative, and executive engagement model
- Guide Small and Medium Enterprise discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk
- Balance customer experience with Mastercard revenue objectives and long-term partnership goals
- Own and maintain senior executive relationships at key customer accounts where appropriate
- Act as an executive sponsor for high value customers and complex negotiations
- Represent the voice of the customer internally to influence product direction, service models, and investment priorities
- Collaborate closely with SME Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities
- Partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input
- Align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery
- Success Measures;
- Strong retention and GDV and net revenue growth within the assigned segment
- Trusted executive relationships with assigned customers
- Clear visibility into account health, risks, and expansion opportunities
- A capable, engaged team that owns outcomes and communicates confidently at the executive level
- Experience managing strategic, high value customer portfolios
- Proven experience in Customer Success or Account Management teams in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses
- Demonstrated ownership of revenue, renewals, and expansion outcomes at scale
- Strong executive presence with experience engaging key levels within organizations and customer stakeholders
- Ability to operate cross functionally in a matrixed organization