Director, Customer Success

About the role

Mastercard is seeking a Director of Customer Success for its Small and Medium Enterprise (SME) segment in North America. The role leads the health, retention and growth of a portfolio that includes strategic financial institutions, fintechs, digital partners, processors, acquirers and merchant customers. Reporting at director level, the incumbent will partner with Sales, Product, Risk and Operations to drive renewals, expansion and long‑term value.

Key responsibilities

• Own overall customer health, retention and net revenue growth for the SME merchant and e‑commerce segment.
• Drive renewal outcomes, expansion initiatives and accurate revenue forecasting.
• Collaborate with Sales to generate growth while ensuring 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 and executive engagement.
• Lead strategic account discussions on renewals, pricing and scope changes in partnership with Sales and Deal Desk.
• Maintain senior executive relationships and act as executive sponsor for high‑value customers.
• Represent the customer voice internally to influence product direction, service models and investment priorities.
• Partner cross‑functionally with Business Development, Product, Risk and Operations to translate customer needs into actionable insights.

Required profile

• Proven leadership experience in Customer Success or Account Management, preferably within the payments or fintech sector.
• Strong commercial acumen with a track record of driving revenue growth and retention.
• Ability to engage credibly with senior customer executives and internal stakeholders.
• Experience managing strategic accounts and leading senior Customer Success Managers.
• Excellent analytical and problem‑solving skills to identify risk and develop mitigation strategies.

Required skills