Manager, Enablement & Operations Customer Success, Services NAM

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.

Title And Summary

Manager, Enablement & Operations Customer Success, Services NAM

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.

Delivering with excellence for our customers is our utmost priority, and we are expanding the Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts customer lifetime value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy, and generates qualified sales leads.

The team works collaboratively with cross‑functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build advocacy. Key outcomes include qualified leads for value expansion and feedback for product and process improvements.

• Cultivate strong customer partnerships through deep understanding of their business and managing customer health and value realization during network product launch and post‑sale.
• Identify optimization opportunities for customers to drive value and achieve strategic goals.
• Articulate key performance indicators related to cost, performance, and optimization and provide associated insights.

• Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products.
• Identify opportunities for additional Mastercard products to create greater value and enhance impact of Network Product offerings.
• Evaluate business models, partnerships, and agreements to ensure product business cases are financially viable and supported by solid data.

• Develop training materials, thought leadership, and customer‑facing playbooks to support customer priorities and the CS value proposition.
• Translate complex technical capabilities into effective, customer‑centric solutions.
• Gather and report customer feedback on product gaps and pain points, using stakeholder insights to refine value propositions and improve products.

• Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage.
• Knowledge of payments technology or cybersecurity (threat intelligence or risk management) and the application of that knowledge to address customer/market needs is a plus.
• Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk, and vulnerability.
• Proven ability to translate complex technical capabilities into effective, customer‑centric solutions.
• Proficient in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth.
• Successful track record of identifying next opportunities for customers to enhance partnership strength and value.
• Creative thinking and development of innovative solutions to complex customer challenges.
• Enthusiastic individual who works seamlessly with a diverse, high‑performing team, nurtures an inclusive culture, and focuses on individual and team development.
• Advanced experience working with large and emerging technology, financial services, acquirers/ processors, service providers, and/or digital platform…