Vice President, Customer Success - São Paulo

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 s ...

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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

Vice President, Customer Success

Overview

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

Delivering with excellence for our customers is of the utmost priority, and we are expanding our Advisors Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.

This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team's work will be enhanced customer value, net retention rate (NRR) of revenue, qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.

Role

The VP, Advisors Customer Success will create, train and continuously improve a 'delivery' group of high performing Customer Success Managers (CSMs) for a designated region within the newly centralized global organization. This role is responsible for talent strategy, recruitment, onboarding, training, performance management and creating a high performing team culture. They will be expected to continuously improve the team's ability to improve customer outcomes and ultimately lead best practices in the industry. The role will work closely with the Regional Customer Success Lead (who has accountability for customer outcomes) to understand current and future customer needs.

This role also requires strong Customer Advocacy. As a senior Customer Success professional, you act as an advocate for customers in the region. This requires a deep understanding of the customer context and stakeholders and the ability to influence at the executive level. Your role is to remove roadblocks, align stakeholders, and provide resources so that Customer Success Mangers can deliver the best value to customers.

Develop and execute the talent plan to achieve regional Customer Success strategies in alignment with global goals

Lead, coach, and inspire a diverse team of Customer Success professionals, fostering a culture of excellence, inclusion, and continuous development

Partner with the Regional Customer Success Lead, CS Center of Excellence, Sales, Product, Account Management, A&CS, and other Delivery teams to maximize customer satisfaction and business growth

Identify and pursue best practice methodologies to achieve value expansion, renewals, and advocacy within the region, utilizing internal and external Customer Success approaches

Oversee technical and operational readiness enabled by the Services Customer Success Center of Excellence, ensuring the team is equipped with training, tools, and playbooks and adopting expected processes

Collect and analyze customer feedback to inform product and process improvements

Represent the region in global Customer Success forums, sharing insights and best practices

All About You

Proven experience leading large, multi-disciplinary teams in Customer Success or related functions

A strong practitioner of talent development: Builds, energizes and unlocks the potential of a diverse high performing team, nurtures a winning and inclusive culture. Development focus at the individual and team levels ​

Advanced understanding of payments, technology, and digital platforms

Demonstrated capability to articulate and quantify value to customers and bring a consultative selling mentality to customer relationships

Strong analytical skills; ability to leverage data for strategic decision-making

Demonstrated success in driving customer engagement, retention, and growth

A strong collaborator with the ability to create followership by generating value for stakeholders. Creates strategic networks and partnerships internally and externally

Enterprise-Wide Mindset​: Utilizes various leadership styles to influence and facilitate collaboration across the business, and effectively navigates the matrix to reach shared Mastercard goals

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 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;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.