Mastercard
Director, Partner Success
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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
Director, Partner Success
Overview
Mastercard Services leverages the company’s unique data, analytics, technology, and expertise to help customers grow, optimize performance, and manage risk. It delivers solutions across areas like fraud and cybersecurity, customer acquisition and engagement, open finance, and business insights—making commerce smarter, safer, and more personalized through data driven products and advisory capabilities. One of our strategic objectives is to diversify our revenue via new distribution pathways, including through Partners. As such, we are increasing our focus around Partner Success to support the growth of both our partner and MA revenue.
As Global Director, Partner Success, you will define and build Mastercard Services' global partner success strategy, creating the framework through which Partner Success Managers consistently deliver support customers to deliver value, accelerate product adoption, and drive long-term growth. Reporting to the Global Customer Success VP, this role sits at the intersection of Product, Customer Success, Sales, Marketing, and Partner Development, shaping how Mastercard scales customer outcomes through a global ecosystem of strategic partners.
The role will work in deep partnership with the Partner Success Managers across the business to enable partners to successfully deliver Mastercard Services solutions at scale. This role is for a strategic builder who thrives in making sense out of complexity and can influence across the organization to develop partner success motions into a crucial component of our value delivery approach.
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Role
Partner Success Strategy & Operating Model
- Own the global Partner Success vision and strategy, ensuring alignment with Services growth objectives and product priorities.
- Design and evolve the partner engagement model, including best practices in segmentation, coverage, lifecycle ownership, and digital and AI-enabled success motions.
- Establish scalable operating models that enable partners to deliver consistent customer outcomes across diverse partnership models, markets, segments, and products.
Partner Lifecycle & Capability Development
- Define the end-to-end Partner Success framework, ensuring partners are equipped to drive onboarding, adoption, value realization, renewal, and expansion.
- Create standards and methodologies that drive consistency, quality, and scalability across the partner ecosystem.
Adoption of strategy, operating model and frameworks
- Accountable for the adoption of this vision, operating model and frameworks to drive consistency in how Partner Success is managed at Mastercard
- Drive operating efficiency to allow our Partner Success managers to more effectively deliver partner outcomes
Performance, Insights & Governance
- Create recommendations on Partner Success KPI’s, ensuring alignment on data availability/hygiene through to incentive plans to simply and accurately track progress
- Leverage customer, partner, and market insights to identify trends, risks, and opportunities, translating findings into scalable actions and operating model improvements.
Cross-Functional Leadership & Growth
- Partner closely with Product, Sales, Marketing, Customer Success, and Partner Development leaders to embed Partner Success priorities into business planning, product strategy, and go-to-market execution.
- Translate product and business objectives into prioritized Partner Success initiatives, programs, and measurable outcomes.
- Shape partner-led growth motions that accelerate adoption, expand customer value, and unlock new revenue opportunities across the Services portfolio.
- Inform capacity planning and annual budget planning
- Represent Partner Success on the Partner Business Development Leadership Team, serving as the global voice of partner-delivered customer value and ecosystem performance.
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All About You
- Experience in customer success, product management, consulting, or related roles, with a track record of delivering measurable outcomes
- Experience working in partner-led or ecosystem models, with an understanding of indirect customer engagement
- Proven success improving retention, increasing adoption, and identifying growth opportunities with channel partners
- Collaborative, proactive leader who builds strong relationships and contributes to a high-performing culture
- Strong communication and storytelling skills, translating complexity into clear, executive-ready narratives
- Strong data fluency, with experience using analytics and AI-driven insights to inform performance and strategy
- Ability to define success metrics, interpret partner and customer signals, and translate insights into scalable actions
- Customer centric mindset with a focus on scalable, innovative solutions
- Proven ability to influence and collaborate across Product, Sales, Marketing, and Customer Success in a matrixed environment
- Excellent analytical and problem-solving capabilities with a data-driven approach
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.
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