Who you are

• Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
• Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
• Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
• Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
• Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
• Experience in creative thinking and development of innovative solutions to complex customer challenges
• Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
• Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners

What the job involves

• Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience
• We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal
• This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services
• Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads
• This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy
• Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements
• By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem
• As a Regional Customer Success Manager for Services, you will support the development and delivery of strategic priorities within the region
• The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products
• The Manager will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer
• The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness
• Customer Engagement:
• Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post-sale
• Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
• Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
• Growing the Business:
• Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products
• Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings
• Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
• Technical & Program Readiness:
• Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
• Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products

The application process

• End Date: February 23, 2026

Benefits

• Gym membership
• Pension plan
• Share purchase options
• Extra holiday purchase optional
• 25 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance