Director, Customer Success (SME North America)

About the role

Mastercard is seeking a Director of Customer Success to lead the Small and Medium Enterprise (SME) segment in North America. The role is responsible for the health, retention, and growth of strategic financial institutions, fintechs, digital partners, processors, acquirers and merchant customers.

Key responsibilities

• Own overall customer health, retention and net revenue growth for the SME segment.
• Drive renewal outcomes, expansion initiatives and accurate revenue forecasting.
• Partner with Sales to ensure measurable customer value and growth.
• Identify early risk signals, prioritize interventions and manage executive escalations.
• Oversee a portfolio of strategic accounts, ensuring clear success plans and executive engagement.
• Act as executive sponsor for high‑value customers and complex negotiations.
• Collaborate with Business Development, Product, Risk and Operations to translate customer needs into actionable insights.

Required profile

• Proven leadership presence at director level within a customer‑success or account‑management function.
• Strong commercial acumen with a track record of revenue growth and retention.
• Experience engaging senior customer executives and managing strategic accounts.
• Ability to work cross‑functionally with Sales, Product, Risk and Operations teams.

Required skills

What we offer

• Opportunity to shape customer success strategy for a global payments leader.
• Collaborative environment with access to Mastercard’s technology and innovation ecosystem.
• Leadership role influencing product direction and service models.