Our Purpose

　　We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

　　Title and Summary

　　Manager, Customer Success Operations (Gainsight)

　　Overview

　　The Data & Services team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs, Dynamic Yield personalization, business Test & Learn experimentation, and data-driven information and risk management services. Main client verticals include Retail & Commerce, Financial Institutions, and Government.

　　Role

　　The Customer Success Operations Manager will support multiple customer success teams embedded in our SaaS businesses by evolving the technologies, processes, and analytics that improve workflows, deliver customer insights, and advance the efficiency and performance of our customer success managers. The ideal candidate will have significant experience in a SaaS business with a track record of success using Gainsight, Salesforce.com, and other enabling technologies to drive efficiency and scale in the Customer Success function. The position demands excellence in project management, communication, and cross-functional collaboration, as well as advanced technical and analytical skills.

　　Responsibilities include:

　　• Implement and manage software that facilitates CS activities (Gainsight)

　　• Drive the effective forecasting and reporting of past results on key customer success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)

　　• Develop systems to track and analyze leading indicators of renewals and upsell

　　• Detect early signals of at-risk accounts, design systematized CS playbooks and provide path to escalation

　　• Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption

　　• CS team enablement, including materials, data and coordination of training to help the team work more effectively

　　• Perform other operational tasks as required to support the customer success function

　　All About You

　　• BS/BA degree or combination of experience and formal education

　　• Experience with Customer Success management, operations and enablement

　　• Demonstrated ability to lead complex projects related to Gainsight implementation (e.g. Salesforce.com, Gainsight, Outreach, Seismic, etc.)

　　• Experience and/or certification as a Gainsight administrator

　　• Keen analytical, problem solving, and project management skills

　　• Strong verbal and written communication skills

　　• Proven team player with excellent interpersonal skills

　　• Demonstrated track-record of project leadership in a cross-functional / matrixed environment

　　• Detailed driven and results oriented

　　• Ability to work independently and maintain confidentiality

　　#LI-JN1

　　#LI-HYBRID

　　In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

　　Corporate Security Responsibility

　　All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

　　Abide by Mastercard's security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

　　In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

　　Pay Ranges

　　Arlington, Virginia: $117,000 - $182,000 USD

　　Atlanta, Georgia: $102,000 - $158,000 USD

　　Boston, Massachusetts: $117,000 - $182,000 USD

　　Purchase, New York: $117,000 - $182,000 USD