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
Manager, Support and Retention Experience
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone by making transactions safe, simple, innovative, and accessible. Our innovations and solutions use secure data and networks, partnerships, and a passion for helping individuals, financial institutions, governments, and businesses realise their most significant potential. Our decency quotient drives our culture and everything we do inside and outside our company. With connections across more than 210 countries and territories, we build a sustainable world that unlocks priceless possibilities for all.
Overview
When a MACS customer completes onboarding and goes live, their journey is just beginning.
Reporting to the Director, Support & Retention Experience, this role owns the post-enablement customer journey — the period from the moment a customer goes live in production through to long-term, healthy platform use. You will be the person responsible for ensuring live customers are continuously monitored, that problems are caught and resolved before they affect the customer's business, and that customers are actively supported to grow their use of the platform over time.
- Do you believe that going live is the start of the customer relationship, not the end of it?
- Are you motivated by the challenge of spotting problems before customers have to raise them?
- Do you want to build something that does not yet exist and leave a lasting operational footprint?
Role
You will own the end-to-end post-enablement experience for MACS production customers, covering:
- Monitor API performance, availability, error rates, and usage patterns across all live production customers — maintaining a continuous, accurate picture of how every customer is performing on the platform
- Own the post-enablement customer health score — defining what signals matter, what thresholds indicate risk, and ensuring that health data is visible, trusted, and acted on by the right teams
- Operate the proactive alerting function — detecting degradation, unusual usage drops, or rising errors early, and triggering the right response before issues escalate to the customer
- Build and maintain the post-enablement playbooks that define how the team responds to each failure mode — from a spike in API errors to a customer going dark after go-live — ensuring responses are fast, consistent, and scalable
- Coordinate issue resolution across SRE, engineering, and product teams — owning the customer-facing communication, managing escalation paths, and ensuring the customer never has to chase multiple teams for an answer
- Work with the Developer Zone team to surface contextual guidance, alerts, and diagnostics directly within the platform — so customers get help in the moment, without having to open a ticket
- Use post-enablement usage signals to identify customers who are ready to expand their use of the platform — flagging growth opportunities to commercial and product teams and helping customers discover the next capability relevant to their needs
- Proactively review each live customer's integration and surface recommendations for improvement — helping customers optimise performance, reduce errors, and get more value from what they have enabled
- Provide the Director and senior leadership with clear, data-driven visibility into post-enablement customer health, support performance, retention trends, and platform adoption across the live customer base
- Collect and synthesise post-go-live customer feedback into actionable inputs for product and engineering — ensuring the live customer experience continuously improves
All About You
- Experience in customer success, post-sales support, or technical account management in a B2B technology or developer platform environment — you understand what customers need after they go live and know how to deliver it at scale
- Comfortable reading and interpreting API performance data, error logs, and usage metrics — you do not need to be an engineer, but you need to understand what the data is telling you about the customer's experience
- Strong process discipline — you document playbooks, maintain escalation paths, and close gaps systematically rather than reactively
- Natural relationship builder who can coordinate across SRE, engineering, product, and commercial teams to resolve customer issues without the customer feeling the friction
- Detail-oriented with the ability to manage a portfolio of live customers simultaneously, spotting risk early and prioritising interventions effectively
- Clear communicator — able to translate technical platform signals into customer-friendly language, and operational data into crisp leadership updates
- Self-directed and resourceful in environments where the playbook is still being written — you make progress without waiting for everything to be defined
- Experience in payments, fintech, or developer platform environments is a strong advantage
What Success Looks Like
- Every live production customer is continuously monitored — problems are caught and resolved before they affect the customer's business
- Post-enablement health scores are trusted and used by the Director, product, and commercial teams to make decisions
- Customers who go live feel supported, not abandoned — and that experience is consistent regardless of their size or complexity
- Usage signals reliably surface expansion opportunities, contributing directly to platform growth
- Customers stay longer, use more of the platform, and see MACS as a long-term partner rather than a vendor they onboarded with once
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
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
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.
