MasterCard

Director, Customer Success-2

MasterCard$182K — $291K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in Customer Success or Account Management roles within Small Business, B2B, fintech, or related sectors.
  • Demonstrated success in driving revenue growth, renewals, and customer expansion.
  • Strong executive presence for engaging senior stakeholders and influencing decisions.
  • Experience working cross-functionally in a matrix organization.
  • Proven track record in managing high-value strategic customer portfolios.

Responsibilities

  • Lead customer health, retention, and net revenue growth for SMB merchants and eCommerce.
  • Accountable for renewals, expansion initiatives, and revenue forecasting.
  • Collaborate with Sales to ensure customer value delivery and measurable outcomes.
  • Identify risks and implement intervention strategies promptly.
  • Oversee key strategic accounts, ensuring success plans and executive engagement are established.
  • Advise on negotiations regarding renewals, pricing, and service scope.
  • Ensure alignment between customer experience and Mastercard's financial objectives.

Benefits

  • Comprehensive health and wellness programs.
  • Opportunities for professional development and growth.
  • Access to a global network and resources within Mastercard.
  • Flexible working arrangements to support work-life balance.
Full Job Description
Title and Summary

Director, Customer Success-2

Director, Customer Success
Small and Medium Enterprise Segment
Overview
The Director of Customer Success for Small and Medium Business is a key leadership role responsible for the health, retention, and growth of a defined customer segment within Mastercard's Small and Medium Business 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 SMB team and requires strong leadership presence, commercial acumen, and the ability to engage credibly with senior customer executives.
Key Responsibilities
• 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 Business discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk
• Balance customer experience with Mastercard revenue objectives and long term partnership goals

Executive Engagement
• 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
Cross Functional Partnership
• Collaborate closely with SMB 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
Qualifications
• 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
• Experience managing strategic, high value customer portfolios

Pay Ranges
Purchase, New York: $182,000 - $291,000 USD

About MasterCard

Transactis transforms traditional paper billing and payment processing by enabling businesses of all sizes to replace paper bills, statements, invoices, payments and documents with more efficient digital alternatives. Transactis goes to market exclusively with resellers—financial institutions, technology companies, printers and business process outsourcers—to provide their customers with secure, configurable, white-label, industry-leading SaaS solutions. More than a technology provider to resellers, Transactis is a full-service business partner, delivering a broad and deep suite of sales, marketing, technical and operational support, empowering resellers to more successfully serve their clients. Transactis meets the strictest regulatory and compliance requirements including HIPAA, SSAE 16, PCI Level 1, and SOC 2. Transactis’ investors include ff Venture Capital, MacAndrews & Forbes, Metamorphic Ventures, Safeguard Scientifics, StarVest Partners, Capital One, Fifth Third Bank, PNC, TD Bank and Wells Fargo.

MasterCard Careers

Joining MasterCard offers more than just a job opportunity; it's a gateway to a career infused with innovation, leadership, and growth. As a global leader in payment solutions, MasterCard is at the forefront of the digital economy, driving transformation in the fintech sector.

Work You’ll Do

At MasterCard, your work impacts the global economy. Our team is dedicated to shaping the future of commerce with advanced payment technologies and robust security measures. By joining our team, you will collaborate with some of the brightest minds in technology and business, contributing to projects that enhance how people pay and get paid across the world.

Innovate and Lead

MasterCard is synonymous with innovation. We encourage our professionals to lead with creativity and vision, supported by our substantial investments in technology and research. Our leadership in the digital payments space is not just about technology, but also about the innovative minds that drive our company forward.

Grow Your Career

Career growth at MasterCard is dynamic and rewarding. With a plethora of job opportunities ranging from internships to executive positions, your potential for advancement is limitless. Our commitment to professional development is evident through comprehensive leadership and diversity training programs that prepare you for the next steps in your career.

Be Part of Our Diverse Team

Diversity and inclusion are the bedrock of our company culture. MasterCard’s global team is rich in diverse perspectives, and we believe this is key to our innovation. By joining us, you become part of a culture that values every individual’s unique background and experiences.

Benefits and Culture

MasterCard is committed to supporting our employees’ well-being both inside and outside of work. Our benefits package is designed to enhance your life and help you build a rewarding career. From health and wellness programs to flexible working arrangements, we ensure that our team members are well taken care of.

Explore Job Opportunities

Whether you’re starting out with an internship or seeking a leadership role, MasterCard offers positions that challenge your skills and push you towards personal and professional achievements. Our hiring process is thorough, ensuring that we match the right talent to the right roles.

Networking and Professional Development

Networking at MasterCard goes beyond connecting with colleagues; it involves engaging with industry leaders and innovators who are shaping the future of commerce. Our employees have access to a wide range of networking events, workshops, and seminars that enhance their skills and career trajectories.

Join Our Team

Search open positions that match your skills and interests on the MasterCard Careers page. We are looking for passionate, curious, and innovative team players who are ready to make a difference in the world of digital payments.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. MasterCard is not just a company; it’s a place where you can shape your future and the future of commerce worldwide.

Apply Now

Ready to take the next step in your career? Update your resume, prepare for your interview, and apply for a position at MasterCard. Discover the exciting and rewarding opportunities that await you in a career at one of the world’s leading financial technology companies.

MasterCard Jobs and Careers

Empower your professional journey with MasterCard, where innovation, leadership, and growth come together to create transformative career experiences. Join us and make your mark in the evolving landscape of digital payments.
Learn more about MasterCard
Size
24,000 employees
Market Cap
$330.8 billion
Industry
Net Income
$6.4 billion
Founded
1966
5 Year Trend
+11.9%
Revenue
$15.3 billion
NASDAQ

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