Manager, Customer Success Enablement

Our Purpose

_Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._

Manager, EEMEA Customer Success Enablement, Services

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value‑added services and leverage expertise, data‑driven insights, and execution.

Our Regional Customer Success teams play a crucial role in ensuring our customers achieves their desired outcomes while maximizing the value of our products and services. As advocates for customer experience, this team is accountable for a strong onboarding experience, providing ongoing strategic support, and fostering long‑term relationships.

They work collaboratively with cross‑functional teams to address customer needs, gather feedback on product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns, and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service, the team is dedicated to driving customer value and contributing to the overall growth of the organization.

Are you passionate about building strong value propositions that empower customer‑facing teams to deliver exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations & Enablement Manager. In this role, you’ll help shape the future of how we bring our network products to market grounded in value within the region. You’ll support the development of tools, processes, and insights that enable our teams to deliver consistent, high‑impact customer experiences.

The Customer Success Operations & Enablement Manager reports to the EEMEA Customer Success Lead and will support the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to support best‑in‑class go‑to‑market readiness for our CS teams within the region. You will be working with key partners such as Network Services, Product, Value Enablement, and Marketing in the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, and creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.

CS Strategy & Launch Management

• Collaborate with Product teams to identify what products should be in scope of Customer Success based on size of the business opportunity, Customer Personas, engagement model, skillset required….
• Participate in the Product launch process to decide if and how Customer Success should support, anticipating capacity and skillset needs, acting as the voice of the Customer for adequate product‑market fit.
• Prepare the Product launch with Product Owners, ensuring we develop a consistent and customer‑centric approach including documentation of personas and use cases, pitch decks that properly articulate the value proposition, demos, FAQs, objection handling, customer training…
• Specifically for CSMs, prepare datasets per customer and document the engagement model, communication templates, value quantification tool, upsell and cross‑sell motions.
• Enable CSMs and support them through the launch phase (hypercare) and beyond (steady‑state/ BAU).
• Serve as a liaison between CSMs and Product teams, collecting and acting on feedback, removing roadblocks and complementing enablement, tracking progress, adoption and value realization.
• Loop…