Vice President, Customer Success

About the role

Mastercard is seeking a Vice President of Customer Success to lead post‑sale revenue protection and growth for its Identity and Risk solutions across North America. The role is accountable for customer adoption, retention, renewal execution, and expansion, acting as the senior executive point of contact for strategic customers.

Key responsibilities

• Own gross and net retention outcomes for Identity and Risk customers, driving renewal strategy and forecasting.
• Ensure customers successfully onboard, integrate, and operationalize Identity and Risk capabilities, delivering measurable fraud reduction and risk mitigation.
• Serve as executive sponsor for strategic and complex accounts, leading business reviews and managing escalations.
• Identify and drive expansion opportunities within existing accounts, partnering with Sales leadership on account strategy.
• Design and lead the Customer Success operating model, including account segmentation and engagement cadence.
• Lead, coach, and develop Directors and Customer Success Managers, setting performance expectations tied to customer outcomes.
• Collaborate with Product, Engineering, Delivery, Support, and Services teams to resolve customer issues.

Required profile

• Senior executive with proven experience in customer success, revenue protection, and growth.
• Demonstrated ability to lead large, cross‑functional teams and manage strategic customer relationships.
• Strong track record of driving adoption, retention, and expansion in a B2B environment.

Required skills