Customer Success Operations - Platform and Reporting

Overview

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.

Role

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.

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 insights, executive-ready narratives, and actionable recommendations.
• Proven ability to translate business requirements into scalable platform capabilities and operational processes.
• Ability to work globally and cross-functionally, influencing stakeholders and driving alignment across teams.
• Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and ability to manage multiple priorities in a growing global organization.
• Experience supporting adoption of new processes, technologies, and organizational changes.
• Passion for delivering customer value and enabling customer-facing teams through scalable systems, insights, and operational excellence.

Corporate Security Responsibility

• 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Pay Ranges

Purchase, New York: $95,000 - $158,000 USD
Atlanta, Georgia: $83,000 - $137,000 USD