Find Manager, support and retention experience Jobs in Dublin, D

Manager, Support and Retention Experience
Mastercard —Dublin, County Dublin
- Full-time
Client Success & Growth Manager
The Website Shop —Harold's Cross, County Dublin
- €40,000–€48,000 a year
- Full-time
- Customer service
- Business development
- Project management
Quick apply
Customer Success Manager
EnergyCAP —DUBLIN 8, County Dublin
- €60,000–€65,000 a year
- Full-time
- Microsoft Outlook
- Analysis skills
- Bachelor's degree
- Wellness program
- Annual leave
Quick apply
Workplace Experience Program Manager
Clio —Dublin, County Dublin
- €65,100–€88,100 a year
- Full-time
- Bar
- Project management
- No degree
Supplier Manager
Ayvens —Leopardstown, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Analysis skills
Quick apply
Junior Account Manager for Events
Gorilla Design —DUBLIN 12, County Dublin
- €40,000–€45,000 a year
- Full-time
- Management
- Budgeting
- In-person
Quick apply
Workplace Experience and Services Manager
KSB-Jones Lang LaSalle Services Ir —Dublin, County Dublin
- Full-time
- Microsoft Powerpoint
- Hospitality
- Microsoft Excel
Quick apply
Career Guidance Advocate
Lourdes Youth and Community Services Ltd —Dublin, County Dublin
- €33,254–€59,330 a year
- Full-time
- Microsoft Office
- Bachelor's degree
- No degree
- Annual leave
Quick apply
12d
Travel Sales & Customer Service Agent - Permanent Full-Time role.
Travel Department —DUBLIN 2, County Dublin
- Weekend availability
- Sales
- Customer service
- No degree
- Annual leave
- Employee assistance program
Quick apply
Corporate and Community Partnerships Manager (MSF IE)
MSF UK —DUBLIN 2, County Dublin
- €59,129.75–€67,013.72 a year
- Microsoft Office
- SharePoint
- Communication skills
- Annual leave
Quick apply
Bid Support Manager
RKD Architects —Dublin, County Dublin
- From €65,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Wellness program
- Annual leave
Quick apply
2d
Enterprise Partner Manager - Ireland, Northern Europe
ClickUp —Dublin, County Dublin
- €180,000–€217,500 a year
- Full-time
- Sales
- English
- AI
- Annual leave
- Employee assistance program
Student Recruitment and Admissions Manager
Innopharma Education —Sandyford, County Dublin
- From €55,000 a year
- Full-time
- Hybrid work
- Sales
- Microsoft Office
- No degree
- Employee assistance program
Quick apply
2d
Project & Change Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Director, Support & Retention Experience
Mastercard —Dublin, County Dublin
- Full-time
- Master's degree
- Bachelor's degree
- AI
Inbound Operational Excellence Manager
Primark —DUBLIN 1, County Dublin
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Office
Manager, Workplace Experience
Klaviyo —Dublin, County Dublin
- €72,000–€108,000 a year
- Hospitality
- Google Suite
- Leadership
Quick apply
9d
Order Operations Manager
Ookla —Dublin, County Dublin
- €75,000–€900,000 a year
- Full-time
- Sales
- Analysis skills
- Leadership
- Annual leave
6d
Workplace Experience and Services Manager
JLL —Dublin, County Dublin
- Microsoft Powerpoint
- Hospitality
- Microsoft Excel
Property Manager
Hybrid Property —DUBLIN 12, County Dublin
- From €35,000 a year
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Work from home
Quick apply
6d

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Manager, Support and Retention Experience

Mastercard -
Dublin, County Dublin

Apply Now

Job details

Full-time

Qualifications

B2B sales

Full job description

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.

Apply Now

Refine Your Search

manager, support and retention experience jobs in dublin, d

Manager, Support and Retention Experience

Client Success & Growth Manager

Customer Success Manager

Workplace Experience Program Manager

Supplier Manager

Junior Account Manager for Events

Workplace Experience and Services Manager

Career Guidance Advocate

Travel Sales & Customer Service Agent - Permanent Full-Time role.

Corporate and Community Partnerships Manager (MSF IE)

Bid Support Manager

Enterprise Partner Manager - Ireland, Northern Europe

Student Recruitment and Admissions Manager

Project & Change Delivery Manager

Director, Support & Retention Experience

Inbound Operational Excellence Manager

Manager, Workplace Experience

Order Operations Manager

Workplace Experience and Services Manager

Property Manager

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