Director, Customer Success – SME Segment

About the role

The Director, Customer Success for the Small and Medium Enterprise (SME) segment leads the health, retention and growth of Mastercard's SME customers in North America. Reporting within the SME organization, this senior leader is responsible for strategic financial institutions, fintechs, digital partners, processors, acquirers and merchant customers.

Key responsibilities

• Own overall customer health, retention and net‑revenue growth for the merchants and e‑commerce segment.
• Drive renewal outcomes, expansion initiatives and accurate revenue forecasting across the portfolio.
• Partner with Sales to generate growth while delivering measurable customer value.
• Identify early risk signals, prioritize interventions and manage executive‑level escalations.
• Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers, ensuring clear success plans, value narratives and executive engagement models.
• Guide SME discussions on renewals, pricing and scope changes together with Sales and Deal Desk.
• Maintain senior executive relationships at key accounts and act as executive sponsor for high‑value customers.
• Represent the voice of the customer internally to influence product direction, service models and investment priorities.
• Collaborate with SME Business Development, CAMS, Product and Risk teams to translate customer needs into actionable insights and growth opportunities.

Required profile

• Proven leadership experience in customer success or account management within the SME segment.
• Strong commercial acumen with a track record of driving revenue growth and expansion.
• Experience managing strategic financial institutions, fintechs, digital partners, processors, acquirers and merchant customers.
• Ability to build and sustain senior executive relationships and act as an executive sponsor.
• Skilled at risk identification, escalation management and cross‑functional collaboration.
• Demonstrated success in delivering renewals, expansions and long‑term customer value.

Required skills