Director, Customer Success Manager

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title And Summary

Director, Customer Success Manager

SessionM, a Mastercard company, is seeking an exceptional and experienced Director Customer Success Manager who is passionate and driven, with strong communication and account management skills. This individual will report to the VP of Customer Success and manage a portfolio of Enterprise clients to continuously deliver value to drive account growth and provide the highest level of service to our enterprise accounts.

Role Responsibilities

In this client-facing position, you will:

• Possess a comprehensive understanding of SessionM products and services
• Project manage client initiatives – both internally and externally
• Onboard new customers
• Act as primary point of contact throughout customer lifecycle
• Possess strong presentation, verbal, and written communication skills
• Gain trusted-partner status through our SessionM solutions with our larger, regional enterprise accounts
• Achieve customer goals by providing proactive best practices, strategies and use cases
• Retain and drive account growth by identifying areas for growth with broader Mastercard products and services.
• Build and maintain strong relationships with multiple contacts within the assigned customer base
• Drive adoption of the SessionM Platform, measured through platform usage and other KPIs
• Be the client advocate - managing the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood, and deliverables are met.

Role Requirements

• Strong cross functional team player who is comfortable talking to topics related to marketing (both traditional and digital) data, strategy, CRM, customer care, and operations.
• Comfortable working with data analysts and providing actionable insights and recommendations.
• Must be confident and possess strong communication, listening, and interpersonal skills, with an ability to manage complex senior-level relationships and negotiations.
• Ability to thrive in a fast-paced environment, handle a diverse workload, and meet aggressive deadlines.
• Experience with end user facing marketing programs, like loyalty or customer engagement.
• Demonstrated industry expertise in either QSR, Retail, or Travel & Hospitality
• 4+ years’ experience leading end user facing loyalty programs
• Track record of hitting renewal targets, driving incremental value, and retaining long-term client contracts.
• Proficiency of the marketing technology ecosystem (specifically customer data, CRM, customer engagement, and loyalty platforms).
• Strong oral presentation skills and ability to assist in presentation development.

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 The Successful Candidate For This Position Must

Every person working for, or on behalf of, Mastercard is responsible for information security.

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
• Abide by Mastercard’s security policies and practices.
• Report any suspected information security violation or breach, and
• Ensure the confidentiality and integrity of the information being accessed.

In the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

Responsibilities

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

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
• Report any suspected information security violation or breach, and

Pay Ranges

Remote - Georgia: $140,000 - $217,000 USD

Remote - Texas: $140,000 - $217,000 USD

Remote - Virginia: $140,000 - $217,000 USD