Sr. Specialist Customer Success

Sr. Specialist Customer Success

The Client Success team is looking for a Senior Analyst, Client Success Management (CSM) to act as the strategic liaison between Mastercard and our clients. This role is responsible for driving high-level engagement with strategic clients, ensuring their success with Mastercard's products and services, and identifying growth opportunities for the business. You will be a key player in helping strengthen relationships with existing clients and partners, providing them with valuable insights, and ensuring alignment with their overall business goals. You will collaborate closely with internal Mastercard teams to foster cross-functional alignment and drive the client experience forward.

In this strategic, client-facing position, you will :

• Develop a deep understanding of Mastercard's solutions and service offerings, and apply this knowledge to advise clients on how they can maximize the value of their partnership with Mastercard.
• Manage and nurture relationships with strategic clients, becoming a trusted advisor to help them achieve their long-term objectives.
• Lead and manage the end-to-end lifecycle of client success, from onboarding to growth, ensuring alignment with client goals and business outcomes.
• Support upsell opportunities by identifying potential areas of growth and new use cases.
• Engage in strategic conversations with clients, advising on industry trends, new products, and solutions that can drive value for them.
• Create and execute strategic account plans that align with the clients' needs, ensuring the plans are measurable and can be tracked to demonstrate success.
• Monitor and analyze client performance and metrics, providing actionable insights and recommendations to ensure continuous improvement.
• Foster collaboration across internal teams, including product, engineering, and services, to ensure seamless execution and client satisfaction.
• Act as the main point of escalation for any strategic or high-priority issues, working to resolve concerns promptly while maintaining a strong client relationship.
• Coordinate and lead client-facing meetings, including quarterly business reviews (QBRs) and strategic sessions to ensure clients' needs are addressed.

About You : The ideal candidate for this position should have :

2-5 years of experience in account management, client success, or another similar client-facing role, with a strong foundation in strategic client relationships and business outcomes.

An intermediate understanding of client success management principles and best practices, with the ability to effectively support and guide strategic client relationships.

A strategic mindset with the ability to understand client and industry objectives and develop plans to help clients achieve them.

Strong relationship-building skills, with experience managing strategic accounts and advising C-level executives.

Excellent communication and presentation skills, able to articulate complex ideas clearly and persuasively to both internal and external stakeholders.

A proactive, client-centric approach with the ability to anticipate client needs and offer tailored solutions.

Strong problem-solving and critical thinking abilities, with a focus on resolving issues and driving results.

Ability to analyze and synthesize performance data, providing insights that guide clients toward optimized outcomes.

Experience in leading and driving strategic initiatives in partnership with cross-functional teams.

Strong organizational skills, with the ability to manage multiple strategic accounts and priorities simultaneously.

Previous experience in client success, account management, or strategic consulting, ideally within the payments, fintech, or financial services industry.

Experience in open banking is a plus, as it will be valuable in understanding the specific needs and challenges of our clients in this area.

Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role.

In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email.

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 :

Pay Ranges : San Francisco, California : $78,000 - $117,000 USD