Manager, Customer Success (Product Specialist Team) Job Listing at Mastercard in Toronto, ON (Job ID R-272187)

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, Customer Success (Product Specialist Team) Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
All About Us
The Advisors Client Services team is a key differentiator for Mastercard, providing cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. We provide customers across industries and geographies with a tailored portfolio of solutions to address their business needs. Within Data and Services, the Business & Market Intelligence (B&MI) suite of products aims to bring to market innovative solutions combining the power of consulting and technology. With compelling offerings for financial institutions, retailers, telecommunications organizations, travel companies and more, our services drive efficiency and value and enable our customers to solve business problems from end to end. The role will lead initiatives to support the growth and scalability of the B&MI product suite business in the region

All About the Role
The Managing Consultant, Customer Success Product Specialist is responsible for driving customer adoption, satisfaction, retention, and long term value realization for Mastercard's SaaS and data driven solutions. Acting as a trusted advisor and product expert, this role partners with customers and internal stakeholders to ensure successful onboarding, scalable delivery, and continuous optimization of solutions.
The role balances deep product and delivery expertise, customer success strategy, and commercial acumen, while mentoring team members and influencing product evolution through structured customer feedback and insights.

Your Responsibilities
Customer Engagement & Value Realization
• Build and maintain trusted relationships with mid and executive level customer stakeholders.
• Function as a coach and trusted advisor, enabling customers to leverage Mastercard products to achieve strategic business outcomes.
• Articulate and track key performance indicators related to cost, performance, optimization, adoption, and value realization.
• Identify optimization opportunities that enhance customer outcomes and long term partnership value.
• Serve as the central point of contact and subject matter expert for customers and internal stakeholders.

Product Expertise, Delivery & Adoption
• Lead and oversee delivery and implementation of new and complex SaaS products, platforms, and services.
• Function as the knowledge expert on product capabilities and best practice delivery and implementation models.
• Manage and continuously improve user onboarding experiences in partnership with Product teams.
• Conduct platform demonstrations, customer training sessions, and enablement workshops.
• Support troubleshooting and issue resolution, recommending improvements to drive platform adoption and usage.
• Transform complex data into insights and visualizations that support customer decision making.

Growing the Business
• Partner with Sales teams to ensure clear solution definition, value articulation, and implementation planning.
• Identify cross sell, upsell, and expansion opportunities aligned to customer priorities.
• Support sales efforts as a product specialist through enablement materials, training, and deal support.

Technical & Program Readiness
• Develop scalable training materials, thought leadership, and customer facing playbooks.
• Translate complex technical capabilities into clear, customer centric solutions.
• Gather, synthesize, and report customer feedback on product gaps and pain points.
• Represent the voice of the customer to influence product development and roadmap decisions.
• Support business continuity objectives for clients within scope.

Leadership & Collaboration
• Mentor and enable project team members and customer success managers to become effective customer coaches.
• Collaborate cross functionally with Product, Sales, Technology, and Delivery teams.
• Foster a collaborative, inclusive culture focused on accountability, continuous improvement, and customer impact.

All About You
• Proven experience delivering SaaS solutions, analytics platforms, or data products.
• Strong background in customer delivery, customer success, or consulting with a record of driving measurable customer value.
• Product minded, with a focus on scalable, innovative, and user centric solutions.
• Advanced analytical and quantitative problem solving skills.
• Proven ability to work effectively with both business and technology stakeholders.
• Strong written, presentation, and verbal communication skills.
• Authentic, inclusive leader who inspires collaboration and continuous development.
• Demonstrated ability to build trusted relationships with executive level customer contacts.

All About Your Education & Skills
• Bachelor's degree or equivalent qualification.
• Fluent local office language and English required, other languages desirable.
• Advanced Word, Excel, and PowerPoint skills required.
• Comfortable with significant customer interaction and relationship building.

Base Salary Range: 142,000-192,000 CAD Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

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