Specialist – Regional Customer Success Operations, Services

Overview

Support the development and delivery of Customer Success Operations for Mastercard Services in the APAC region, building common operating models, playbooks, tools and performance metrics for Customer Success teams.

What you'll do

• Support the execution of the Customer Success (CS) Operations roadmap for Mastercard Services
• Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks, with clear tracking of outcomes
• Support the implementation of scalable CS practices across diverse product lines and customer segments
• Support the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau)
• Implement integrated workflows that support white-glove, scaled, and digital CS motions
• Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences
• Track KPIs to measure CS performance and customer health
• Build dashboards and reports for stakeholders ranging from executives to front-line teams
• Track leading indicators of positive outcomes and perform analysis to identify trends that enable action
• Work with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIs
• Champion CS best practices across the organization and support change management initiatives
• Conduct research on emerging trends (e.g., AI in CS) to inform strategy and innovation

What you'll need

• Customer Success Operations or related role experience with an understanding of CS strategy and execution
• Proven ability to design scalable processes and translate technical capabilities into business value
• Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives
• Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies
• Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes
• Experience integrating with other technology solutions in the customer success space (e.g. Gainsight, Salesforce, Tableau, etc.) to create seamless and easy-to-use processes
• Takes a high degree of ownership, optimizing processes to enhance efficiency and fostering a culture of excellence and continuous improvement
• Experience in managing organizational changes, training colleagues, and ensuring adoption of new processes and technologies including AI
• Passionate about delivering for our customers; always exhibits and champions a customer-centric mentality

Nice to have

• Experience with Gainsight or similar CS platforms

Details

• Reports to the Customer Success Lead within the APAC
• Location: Gurgaon, India