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VP Customer Success
| Company | Mastercard |
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| Location | New York, NY, USA |
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| Salary | $225000 – $260000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Extensive leadership experience in customer success, client services, or a related customer-facing function at a SaaS software company.
- Proven track record of leading high-performing teams and scaling success strategies across global markets.
- Strong understanding of the personalization space, digital marketing ecosystems, and customer experience platforms.
- Demonstrated ability to build and nurture relationships with senior stakeholders (CMOs, CDOs, Heads of Digital, etc.).
- Skilled at navigating complex organizations, resolving conflict, and influencing decision-makers cross-functionally.
- Deep empathy for customers, paired with a data-driven mindset and business acumen.
- Experience in defining and tracking key success metrics such as NPS, retention, and expansion.
- Exceptional communication and executive presence; comfortable presenting to C-level audiences and facilitating strategic conversations.
- Bachelor’s degree required; MBA or relevant graduate degree is a plus.
Responsibilities
- Lead a global customer success team focused on client satisfaction, retention, adoption, and expansion.
- Define and execute a scalable customer success strategy that aligns with company goals and supports a rapidly growing client base.
- Develop deep relationships with key customer stakeholders to ensure business value realization and long-term partnership.
- Collaborate with sales and account management to support renewals and identify growth opportunities through consultative engagement.
- Act as a strategic advisor to clients by providing thought leadership in personalization best practices, implementation strategies, and digital experience optimization.
- Implement customer health metrics, success plans, and feedback loops to proactively manage risk and ensure seamless customer journeys.
- Partner with product and technical teams to bring the voice of the customer into the product lifecycle and influence roadmap decisions.
- Oversee customer education initiatives, including onboarding, training, enablement, and ongoing engagement programs.
- Represent Dynamic Yield at industry events, executive briefings, and customer advisory boards.
Preferred Qualifications
No preferred qualifications provided.
