Director,CustomerSuccess

**Our Purpose** _Mastercard powers economies and empowers people in 200 + countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._ **Title and Summary** ### Director, Customer Success ### Director, Customer Success Small and Medium Enterprise Segment 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 • Segment and Revenue Leadership • 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