Title and Summary

Manager, Customer Success

Manager, Financial Institutions - Customer Success

Role Overview
The Client Success team is seeking a Manager, Financial Institutions - Customer Success (CSM) to serve as the strategic liaison between Mastercard and our financial institution clients.
This role is responsible for driving executive level engagement with strategic clients, ensuring measurable value realization from Mastercard solutions, and identifying growth opportunities. You will partner closely with cross functional teams to deliver a seamless client experience and support long term retention and expansion.
This role blends deep client partnership, operational leadership, and cross functional collaboration to support complex FI clients.

Key Responsibilities
• Develop a deep understanding of Mastercard's solutions and services and advise clients on how to maximize value
• Own and manage executive level relationships across assigned FI clients, acting as a trusted advisor
• Lead the end to end client success lifecycle, from onboarding through adoption, growth, renewal, and retention
• Drive customer adoption, value realization, and retention strategies across strategic accounts
• Identify upsell and expansion opportunities by uncovering new use cases and evolving client needs
• Engage clients on industry trends, new products, and solutions that drive business outcomes
• Create and execute strategic account plans with measurable objectives and success metrics
• Monitor client health and performance metrics, delivering actionable insights and recommendations
• Partner closely with Sales, Product, Technology, and Operations teams to ensure aligned execution
• Act as the primary escalation point for high priority issues related to customer health, billing, contracts, or operations
• Lead client facing meetings, including QBRs, strategic planning sessions, and renewal discussions
• Contribute to the evolution of scalable Client Success engagement models and best practices

Qualifications
• Experience in customer success, account management, consulting, or a similar client facing role
• Strong understanding of client success management principles and strategic account ownership
• Experience working with financial institutions, fintechs, or regulated industries preferred
• Familiarity with SaaS, API based, or platform driven solutions
• Open banking experience a plus
• Proven ability to manage senior and C level stakeholder relationships
• Strong communication and presentation skills, including executive level storytelling
• Analytical mindset with experience translating data into actionable insights
• Proactive, client centric approach with strong problem solving skills
• Ability to operate effectively in complex, ambiguous environments
• Experience collaborating with Sales, Product, Technology, and Operations teams
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Prior experience in payments, fintech, or financial services strongly preferred

Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks carry inherent risk, and the successful candidate must:
• Abide by Mastercard's security policies and practices
• Ensure the confidentiality and integrity of accessed information
• Report any suspected information security violations or breaches
• Complete all mandatory security training in accordance with Mastercard guidelines

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges
Salt Lake City, Utah: $118,000 - $171,000 USD