Specialist – Regional Customer Success Operations, Services

Role Overview

The Regional Customer Success Operations team plays a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long-term relationships.

What You Will Do

As a Customer Success Operations Sr. Specialist, you will help shape the future of customer success operations across a global, growing organization. You will support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences.

Why It Might Be a Fit

You will be working within the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.

Requirements

• Customer Success Operations or related role experience with an understanding of CS strategy and execution
• Proven ability to design scalable processes and translate technical capabilities into business value
• Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
• Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies
• Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes
• Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes
• Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement
• Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
• Passionate about delivering for our customers; always exhibits & champions a customer-centric mentality
• Experience with Gainsight or similar CS platforms, a plus

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• Retirement plan
• Paid time off
• Holidays
• Wellness programs