Senior Specialist, Customer Success

About the role

The Senior Specialist, Customer Success will coach Mastercard customers, help them implement products and solutions, and drive measurable value through consulting and technology expertise.

Key responsibilities

• Act as a coach for customers, supporting implementation of Mastercard products and solutions.
• Engage with startup and fintech founders to help them join and derive value from Innovation solutions and programs.
• Conduct product demonstrations, training sessions, and host webinars.
• Lead delivery projects to meet contractual objectives and on‑time goals.
• Research and deliver solutions for complex problems and respond to inquiries.
• Identify improvement areas, track project updates, and flag clients at risk of churn.
• Serve as liaison between clients and product development teams to prioritize enhancements.
• Drive operational efficiencies, cross‑sell and up‑sell, and manage license retention.

Required profile

• Proven experience in customer delivery or consulting with strong customer engagement.
• Data‑driven approach to defining priorities and tracking success.
• Excellent communication skills with both business and technology stakeholders.
• Strong analytical and quantitative problem‑solving abilities.
• Ability to build relationships with mid‑level and executive‑level contacts.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint