Customer Success Operations - Platform and Reporting

Customer Success Operations - Platform and Reporting

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.

The Customer Success Operations – Platform & Reporting role owns and advances the Loyalty Gainsight deployment and the reporting infrastructure that enables Customer Success teams to operate with consistent data, workflows, and executive-ready insights. This role translates business requirements into scalable platform capabilities, dashboards, KPIs, and operating routines that help teams understand customer health, risk, adoption, outcomes, and value realization.

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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard's products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.

Are you passionate about building scalable platforms, reporting, and operational infrastructure that help customer-facing teams deliver consistent, high-impact customer experiences? Join Mastercard's Services Customer Success team as a Customer Success Operations Senior Specialist focused on Platform & Reporting.

Platform Ownership & Gainsight Deployment

• Own the Loyalty Gainsight deployment roadmap, including configuration, enhancement prioritization, adoption, and ongoing optimization.
• Partner with Customer Success, Product, Program, and Regional teams to translate operating needs into scalable Gainsight workflows, playbooks, health scores, customer segmentation, and engagement models.
• Ensure Gainsight supports scaled, offline and digital Customer Success motions through integrated workflows and streamlined user experiences.
• Serve as a platform subject-matter expert for Customer Success users, helping teams adopt consistent processes and maximize the value of the CS technology stack.

Reporting, Metrics & Insights

• Design and maintain reporting, dashboards, and measurement frameworks using Gainsight and other tools.
• Define and track KPIs that measure Customer Success performance, customer health, engagement, risk, adoption, value realization, and operational execution.
• Build reporting views for executives, regional leaders, Program teams, Product teams, and front-line Customer Success colleagues.
• Identify leading indicators of positive outcomes, risks, and trends that enable proactive action and continuous improvement.

Cross-Functional Collaboration

• Collect user feedback, prioritize enhancements, and partner with technical and business stakeholders to improve platform adoption and usability.
• Champion platform-enabled best practices across the organization and support change-management activities tied to new workflows, dashboards, and tools.
• Support communication, training, and enablement needed to drive adoption of Gainsight and related reporting capabilities.

All About You

• Experience in Customer Success Operations, Sales Operations, Business Operations, Delivery Excellence, or related operational roles.
• Strong knowledge of Gainsight or similar Customer Success platforms; hands-on experience with configuration, reporting, workflows, health scores, or playbooks preferred.
• Experience building reporting, dashboards, KPI frameworks, and measurement models using tools such as Gainsight, Salesforce, Tableau, Power BI, Excel, or similar platforms.
• Strong analytical skills with the ability to translate data into clear…