Customer Success Operations – Platform & Reporting Specialist

About the role

Mastercard’s Services Customer Success team is looking for a senior specialist who will own the Loyalty Gainsight platform and build the reporting infrastructure that powers data‑driven decision‑making. The role bridges business requirements with scalable technology solutions, enabling the team to monitor customer health, risk and value realization.

Key responsibilities

• Define and execute the roadmap for the Loyalty Gainsight deployment, including configuration, enhancements, adoption and ongoing optimisation.
• Collaborate with Customer Success, Product, Program and regional teams to translate operational needs into Gainsight workflows, playbooks, health scores, segmentation and engagement models.
• Design, build and maintain dashboards, reports and KPI measurement frameworks using Gainsight and complementary reporting tools.
• Provide subject‑matter expertise to Customer Success users, driving consistent processes and maximising the value of the technology stack.
• Monitor and analyse metrics related to customer health, engagement, risk and adoption, delivering executive‑ready insights.

Required profile

• Proven experience in building and managing SaaS platforms or reporting solutions for customer‑facing teams.
• Strong analytical mindset with the ability to turn business questions into actionable data visualisations.
• Excellent communication skills to partner with cross‑functional stakeholders and guide user adoption.

Required skills

• Gainsight platform expertise

What we offer

• Opportunity to shape a global customer success platform within a leading payments network.
• Collaborative environment with access to Mastercard’s technology and data resources.