Director, Customer Success

Overview

The Director of Customer Success for Small and Medium Enterprise is a key leadership role responsible for the health, retention, and growth of a defined customer segment within Mastercard’s SME organization in the North America market. This role manages strategic financial institutions, fintechs, digital partners, processors and acquirers and merchant customers with meaningful revenue responsibility. The Director is accountable for customer outcomes, executive relationships, and commercial performance across the segment. This includes renewals, expansion, and long-term value creation in close partnership with Sales, Product, Risk, and Operations teams. This position operates at a director level within the SME team and requires strong leadership presence, commercial acumen, and the ability to engage credibly with senior customer executives.

Key Responsibilities

• Own overall customer health, retention, and net revenue growth for the merchants and ecommerce segment
• Be accountable for renewal outcomes, expansion initiatives, and revenue forecasting across the portfolio
• Partner with Sales to drive growth while ensuring customer value is clearly delivered and measurable
• Identify early risk signals, prioritize intervention strategies, and manage executive level escalations
• Oversee a portfolio of strategic accounts directly or through senior Customer Success Managers
• Ensure each strategic account has a clear success plan, value narrative, and executive engagement model
• Guide Small and Medium Enterprise discussions including renewals, pricing, and scope changes alongside Sales and Deal Desk
• Balance customer experience with Mastercard revenue objectives and long-term partnership goals
• Own and maintain senior executive relationships at key customer accounts where appropriate
• Act as an executive sponsor for high value customers and complex negotiations
• Represent the voice of the customer internally to influence product direction, service models, and investment priorities
• Collaborate closely with SME Business Development and CAMS on account planning, territory alignment, and referral driven growth opportunities
• Partner with Product and Risk teams to translate customer needs into actionable insights and roadmap input
• Align with Operations, Finance, and Support teams to ensure smooth onboarding, billing accuracy, and service delivery

Success Measures

• Strong retention and GDV and net revenue growth within the assigned segment
• Trusted executive relationships with assigned customers
• Clear visibility into account health, risks, and expansion opportunities
• A capable, engaged team that owns outcomes and communicates confidently at the executive level

Qualifications

• Proven experience in Customer Success or Account Management teams in Small Business, B2B, fintech, financial institutions, payments, ecommerce or related businesses
• Demonstrated ownership of revenue, renewals, and expansion outcomes at scale
• Strong executive presence with experience engaging key levels within organizations and customer stakeholders
• Ability to operate cross functionally in a matrixed organization
• Experience managing strategic, high value customer portfolios

Pay

Purchase, New York: $182,000 - $291,000 USD