Director, Support & Retention Experience

About Mastercard

Mastercard operates in over 200 countries and territories, empowering individuals and powering global economies. The company facilitates a diverse array of digital payment options designed to deliver secure, straightforward, and accessible transactions. Through its advanced technology, innovation, partnerships, and network, Mastercard offers unique products and services that enable people, businesses, and governments to reach their fullest potential.

Role Overview

This strategic leadership role is central to the growth of MACS, tasked with guaranteeing that every customer joining the platform achieves success, remains engaged, and gains increasing value over time. As onboarding moves towards automation at scale, customers facing challenges during setup risk disengaging unnoticed. Furthermore, the platform currently lacks a dedicated team overseeing live customers. This position addresses these critical gaps.

You will create and lead the Support and Retention Experience team from inception, establishing methods to monitor customer health, promptly address issues, and foster customer growth on the platform. This role significantly influences retention, platform usage, and MACS’s long-term commercial success, providing high-level exposure and impact.

Besides managing daily operations, you will design sustainable systems to translate complex customer data into clear, scalable actions that empower teams and improve results. This role suits a builder who leads by influence and is motivated by founding a new function.

Key Responsibilities

• Develop and own a customer health monitoring strategy defining metrics, health indices, and alert thresholds for all teams to assess customer status in real time during onboarding and production.
• Establish the post-production support function by building the team, setting SLAs, defining escalation protocols, and implementing necessary tools to maintain continuous customer support.
• Create and implement automated response playbooks to standardize and expedite support, enhancing scalability without proportionally increasing headcount.
• Lead cross-functional collaboration to unify data signals from Developer Zone, Product Express, and onboarding systems into a consolidated data layer supporting support automation.
• Identify opportunities for customer growth by analyzing usage patterns and coordinating engagement with commercial and product teams.
• Deliver leadership clear insights into customer health status, support efficacy, and retention trends.
• Recruit, coach, and lead a high-performing team, clarifying expectations and growth trajectories.

Candidate Profile

• Extensive experience in customer success, retention, or support within B2B platforms or technology sectors, especially with a history of establishing new functions.
• Strong knowledge of developer-focused, API-based products with the capacity to interpret technical data into actionable customer experience insights.
• Expertise in leveraging AI and automation to enhance operational efficiency, including automating workflows, health monitoring, and scaling client engagement.
• Proven skill in influencing senior leaders and aligning diverse teams from product, engineering, data, and commercial departments.
• Strategic thinker with a focus on disciplined execution.
• Bachelor’s degree required; MBA is preferred.
• Experience in payments, fintech, or developer platforms is highly desirable.

Expected Outcomes

• Early detection and re-engagement of customers struggling during onboarding.
• Continuous real-time monitoring and proactive resolution of issues for live customers before impacting their operations.
• Transparent and reliable insights provided to leadership on customer status, support performance, and retention metrics.
• Alignment across product, commercial, and engineering teams on a unified view of customer health.
• Increased customer loyalty, deeper platform utilization, and creation of long-term partnerships.

Corporate Security Responsibilities

• Adhere strictly to Mastercard’s security policies and protocols.
• Maintain confidentiality and integrity of accessed information.
• Promptly report any suspected security violations or breaches.
• Complete all mandatory security training sessions as required by Mastercard standards.