Senior Specialist, Customer Success Operations and Enablement

About the role

Join Mastercard’s Services Customer Success team to shape how network products are brought to market across the EEMEA region. You will develop tools, processes and insights that enable consistent, high‑impact customer experiences and support go‑to‑market readiness for Customer Success teams.

Key responsibilities

• Collaborate with Product teams to define product scope for Customer Success, create launch documentation, personas, use cases and value‑proposition materials.
• Enable and support CSMs through launch, hyper‑care and steady‑state phases, acting as a liaison between CSMs and Product teams.
• Design and implement integrated workflows, playbooks and dashboards in Gainsight for pipeline, delivery and value tracking.
• Track KPIs, define dashboards and reports for stakeholders, and analyse trends to provide actionable insights.

Required profile

• Experience performing market analysis and gathering customer feedback to inform product prioritisation.
• Proven ability to work with Product teams to accelerate value delivery and adapt programs to changing needs.
• Strong analytical and visual‑storytelling skills for data‑driven communication.
• Excellent verbal and written communication, with a customer‑centric mindset.

Required skills

• Gainsight (or similar Customer Success platform)
• Salesforce