Manager, Customer Success – Financial Institutions

About the role

Mastercard is seeking a Manager, Customer Success for its Financial Institutions segment. The role serves as the strategic liaison between Mastercard and its financial institution clients, driving executive‑level engagement, value realization, and long‑term growth.

Key responsibilities

• Develop deep expertise in Mastercard solutions and advise clients on maximizing value.
• Own and nurture executive relationships across assigned financial institution clients as a trusted advisor.
• Lead the end‑to‑end client success lifecycle, from onboarding through adoption, growth, renewal, and retention.
• Drive adoption, value realization, and retention strategies for strategic accounts.
• Identify upsell and expansion opportunities by uncovering new use cases and evolving client needs.
• Engage clients on industry trends, new products, and solutions that drive business outcomes.
• Create and execute strategic account plans with measurable objectives and success metrics.
• Monitor client health and performance metrics, delivering actionable insights and recommendations.
• Partner closely with Sales, Product, Technology, and Operations teams to ensure aligned execution.
• Act as the primary escalation point for high‑priority issues related to customer health.

Required profile

• Proven experience managing executive‑level relationships with financial institution clients.
• Strong ability to drive customer adoption, value realization, and retention.
• Excellent collaboration skills to work with cross‑functional teams such as Sales, Product, Technology, and Operations.
• Strategic mindset with a focus on identifying growth and expansion opportunities.

Required skills