Title and SummaryDirector, Customer Success
Role Summary
The Director of Customer Success is responsible for the health, retention, growth, and overall success of a portfolio of strategic customer relationships. This leader oversees a team of Customer Success Managers and serves as the operational and commercial leader for their segment, ensuring customers realize measurable value while protecting and expanding revenue. The Director partners closely with Sales, Product, TAMs, Specialist Business Leaders, Operations, and Support to drive customer outcomes, manage risk, and identify growth opportunities.
Key Responsibilities
Customer Retention and Growth
Own renewal, retention, and expansion performance across assigned accounts.
Ensure customers achieve measurable business outcomes and realize value from Mastercard solutions.
Identify churn risks early and lead mitigation strategies.
Partner with Sales to drive expansion opportunities and support commercial negotiations.
Maintain accurate forecasts for renewals, risks, and growth opportunities.
Strategic Customer Leadership
Oversee a portfolio of high-value customer relationships through direct engagement and team leadership.
Act as an executive sponsor for strategic accounts.
Guide Executive Business Reviews and customer success planning.
Manage complex escalations and coordinate cross-functional resolution efforts.
Advocate for customer needs internally to influence product and service improvements.
People Leadership
Lead, coach, and develop a team of Customer Success Managers.
Establish clear performance expectations and accountability.
Conduct talent reviews, succession planning, and career development planning.
Foster a high-performance culture focused on customer outcomes, collaboration, and growth.
Support onboarding and ongoing development of Customer Success talent.
Cross-Functional Partnership
Collaborate closely with Sales, TAMs, Specialist Business Leaders, Product, Risk, Finance, Operations, and Support.
Drive alignment across customer-facing teams to ensure a consistent customer experience.
Support strategic initiatives, operating model improvements, and process enhancements.
Share customer insights to influence product roadmap and business priorities.
Operational Excellence
Establish disciplined account review and customer health management processes.
Ensure customer success plans, executive sponsorship plans, and engagement strategies are maintained across the portfolio.
Leverage data and analytics to identify trends, opportunities, and risks.
Maintain visibility into team performance, customer health, revenue outcomes, and forecast accuracy.
Success Measures
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Renewal attainment
Expansion pipeline generation
Customer health and adoption metrics
Executive engagement levels
Forecast accuracy
Escalation management effectiveness
Team engagement and development
Customer satisfaction and advocacy
Preferred Qualifications
8+ years of experience in Customer Success, Account Management, Consulting, or related customer-facing leadership roles.
3+ years of people leadership experience.
Experience managing enterprise customers, renewals, and expansion opportunities.
Strong executive communication and stakeholder management skills.
Proven ability to influence cross-functional teams without direct authority.
Experience within payments, identity, fraud, SaaS, data, or technology-driven organizations.
Scope of Responsibility
Lead a team of Customer Success Managers.
Own a significant portfolio of customer revenue and retention.
Drive quarterly business reviews, renewal planning, and risk management activities.
Partner with Sales to identify and support expansion opportunities.
Manage executive customer relationships and strategic escalations.
Ensure excellence in Salesforce, Gainsight, forecasting, and customer success operations.
Corporate Security ResponsibilityAll 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.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program.
Pay RangesVancouver, Canada: $138,000 - $221,000 CAD
