{"id":2079649,"url":"https://alion.io/job/mastercard-director-digital-customer-success","title":"Director, Digital Customer Success","company":{"id":252,"name":"Mastercard","domain":"mastercard.com","url":"https://alion.io/company/mastercard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":189,"ghost_share":0.016,"stale_share":0.423,"repost_share":0.079,"time_to_fill_p50_days":27,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisbon, Portugal","Warsaw, Poland","Athens, Greece","London, United Kingdom","Frankfurt am Main, Germany"],"countries":["PT","PL","GR","GB","DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":135000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":369},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-08T09:43:58Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T10:15:32Z","board_verified":false,"closed_at":"2026-11-01T10:15:32Z","days_open":24,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":23},"description":"Our Purpose\nMastercard 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.\nTitle and Summary\nDirector, Digital Customer SuccessOverviewServices 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.\nDelivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success Center of Excellence 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 for B2B marketing, and generates qualified sales leads.\nThis team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem.\nResponsibilities\nThe Director, Digital Customer Success is responsible for executing and optimizing Mastercard’s digital-led customer success model, ensuring customers achieve measurable outcomes at scale through thoughtfully designed one-to-many customer experiences.\nThis role focuses on operationalizing digital customer journeys across onboarding, adoption, value realization, retention, expansion readiness, and advocacy, leveraging technology, analytics, and targeted human engagement in partnership with global and regional Customer Success teams as well as cross-functional stakeholders.\nExecute and continuously improve digital customer success journeys aligned to the global CS strategy\nOperationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy\nEnsure journeys are scalable, outcome driven, and supported by data and automation\nTranslate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting\nPartner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions\nSupport regional CS teams with guidance, tooling, and best practices for consistent execution\nAct as a key execution partner between the CS COE and regional CS teams\nSupport change adoption of digital customer success motions across stakeholders\nContribute customer insights to improve products, processes, and overall customer experience\nLeads digital CS initiatives, programs, or pods via virtual teaming\nInfluences outcomes through collaboration and program leadership rather than enterprise wide ownership\nServes as a role model for digital first, data driven customer success execution\nAll About You\nDemonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments\nCustomer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions\nProven success leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes\nExecution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale\nDeep understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios\nHighly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results\nEffective collaborator and influencer, able to partner closely with regional Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution\nDeep understanding of the end to end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth\n• Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard’s products and services\nCorporate Security Responsibility\nAll 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:\nAbide by Mastercard’s security policies and practices;\n\nEnsure the confidentiality and integrity of the information being accessed;\n\nReport any suspected information security violation or breach, and\n\nComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.","description_format":"text","description_chars":5724,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & 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