Top Customer Success & Experience Jobs in New York City, NY

Develop scalable Customer Success operating models, playbooks, workflows, training materials, and insight-driven tools. Support roadmap development, change management, adoption plans, and cross-functional enablement for global teams. Partner with Product, Program, regional Customer Success, and business leadership teams to improve readiness, standardize best practices, and connect strategic initiatives to measurable outcomes. Research emerging trends, including AI in Customer Success, and translate insights into practical recommendations and repeatable processes.

Owns enterprise client relationships for Mastercard’s loyalty and customer engagement platform. Drives adoption, KPI achievement, retention, renewals, and account expansion through strategic guidance, business reviews, data-driven insights, and cross-functional coordination. Serves as a trusted advisor to marketing, CRM, loyalty, and executive stakeholders while aligning internal product, analytics, and operations teams with client objectives.

Manages publisher launches, integrations, operational readiness, service performance, platform adoption, escalations, and ongoing optimization for Mastercard Commerce Media. Serves as the primary operational contact for publishers, coordinates cross-functional teams, analyzes performance data, identifies risks and growth opportunities, communicates feedback into product recommendations, and improves support processes and scalability.

Manages publisher launches, integrations, operational readiness, service delivery, escalations, platform adoption, and ongoing performance optimization for Mastercard Commerce Media. Acts as the primary operational contact for assigned publishers, coordinates cross-functional issue resolution, analyzes performance data, gathers feedback, and recommends product and process improvements. Helps scale publisher support operations and improve service standards across Product, Engineering, Operations, Finance, and Commercial teams.

Leads customer success for Mastercard’s North American small and medium enterprise segment. Owns customer health, retention, renewals, expansion, revenue forecasting, strategic account planning, executive relationships, escalations, and commercial performance. Partners with Sales, Product, Risk, Operations, Finance, and Support to deliver customer value, improve service delivery, influence product direction, and achieve growth objectives. The role also manages or oversees senior Customer Success Managers and represents customer needs internally.

Owns the Gainsight platform roadmap and reporting infrastructure for Customer Success. Responsibilities include configuring workflows, playbooks, health scores, dashboards, and KPI frameworks; translating business needs into scalable capabilities; identifying customer health and risk trends; partnering cross-functionally on enhancements; and supporting training, adoption, change management, and continuous improvement.

Manage newly signed Mastercard customers from late-stage sales through onboarding and transition to account management. Own customer relationships, align expectations with delivery teams, govern milestones, communicate risks, facilitate executive engagement, educate customers on Mastercard processes, and ensure successful go-live and handoff. The role requires cross-functional leadership across Sales, Product Delivery, Support, Operations, and Account Management.