Description
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.
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
Strategic Account Ownership:
- 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
Executive Engagement:
- 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
Cross Functional Partnership:
- 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