Vice President @ Mastercard

Customer Experience & Support (1)

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

Vice President, Customer SuccessOverview
The Vice President of Customer Success for the Small and Medium Enterprise organization is responsible for post-sale revenue protection and growth across SME solutions, with direct accountability for customer adoption, retention, renewal execution, and expansion. The role owns the Customer Success operating model across North America SME and serves as the key point of accountability for identified customers. This position partners closely with NAM Sales/Account Managers, Product, Delivery, Support, and Services leadership to ensure customers realize overarching value from Mastercard overall capabilities while driving durable, multi-year revenue outcomes.

Role:
Post Sale Revenue Ownership:
Own gross and net retention outcomes for customers. Lead renewal strategy, forecasting, and execution in close partnership with Sales and Revenue Operations, including executive level intervention on high risk or high value accounts.
Customer Adoption and Value Realization:
Ensure customers successfully onboard, integrate, and operationalize their partnership with MC and opportunity for cross-sell.
Executive Customer Leadership:
Serve as the executive sponsor for the most strategic and complex customers. Lead executive business reviews, manage escalations, and maintain senior stakeholder relationships where renewal or expansion outcomes depend on executive alignment.
Expansion and Growth Strategy:
Identify and drive expansion opportunities within existing accounts in the financial institution, merchant, acquirer, processor, and digital partnership spaces including increased volume, new use cases, additional products, and broader adoption across business units and geographies. Partner with Sales leadership on account strategy and expansion deal execution.
Customer Success Operating Model:
Design and lead the Customer Success coverage model, including account segmentation, engagement cadence, and role clarity. Ensure Directors and Customer Success Managers are aligned to the highest risk and highest impact accounts.
People Leadership:
Lead and develop Customer Success Directors. Set clear performance expectations tied to customer outcomes, coach leaders through complex situations, and build a resilient, accountable Customer Success organization.
Cross Functional Leadership:
Partner with Product, Sales, Delivery, Support, and Services teams to resolve customer issues, influence roadmap priorities based on customer feedback, and ensure closed loop communication. Represent the voice of the customer in product and go to market discussions.
Metrics and Governance:
Define and review Customer Success KPIs including customer health, churn risk, renewals, expansion pipeline, executive engagement, and customer satisfaction. Use data driven insights to prioritize leadership attention and investment.

All About You
• Senior leadership experience in Customer Success, Account Management, or post sale roles within SaaS, payments, financial institutions, and data driven technology businesses
• Proven ownership of retention, renewal, and expansion outcomes at enterprise scale
• Experience partnering closely with Sales and Product leadership to drive customer outcomes and revenue growth
• Focus in cross functional partnerships
• Strong executive presence with the ability to influence C level customer and internal stakeholders
• Deep understanding of customer lifecycle management and value realization in complex, regulated environments
• Demonstrated ability to lead organizations through change, or operating model evolution
Measures of Success:
• KPIs related to GDV, revenue, cross-sell, retention
• Renewal predictability and churn risk reduction
• Expansion pipeline quality and conversion
• Executive customer satisfaction and reference ability
• Customer Success team performance, engagement, and scalabilityMastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All 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 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

Purchase, New York: $235,000 - $375,000 USD

Vice President

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