Manager, Digital Customer Success

About the role

Mastercard is expanding its Services Customer Success Center of Excellence in Istanbul. The Manager, Digital Customer Success will lead the execution and optimisation of Mastercard’s digital‑led customer success model, helping customers achieve measurable outcomes at scale through well‑designed, data‑driven journeys.

Key responsibilities

• Execute and continuously improve digital customer success journeys aligned with the global CS strategy.
• Operationalise lifecycle programmes across onboarding, adoption, value realisation, retention and advocacy.
• Ensure journeys are scalable, outcome‑driven and supported by data and automation.
• Translate the Digital CS strategy into repeatable programmes, playbooks and assets with clear outcome measurement.
• Partner with Product, Enablement, Analytics and Technology teams to deliver effective digital motions.
• Support regional CS teams with guidance and best‑practice sharing.

Required profile

• Proven experience in managing digital‑focused customer success programmes.
• Strong analytical mindset with the ability to use data to drive decisions.
• Experience working cross‑functionally with product, analytics and technology stakeholders.
• Ability to design and scale repeatable customer journeys and playbooks.

Required skills

What we offer

• Opportunity to shape digital customer success at a global payments leader.
• Collaborative environment with cross‑functional teams.
• Access to Mastercard’s extensive data, technology and innovation resources.