Manager, Support and Retention Experience

About Mastercard

Mastercard is a leading global technology company in the payments sector, dedicated to powering a digital economy that is accessible and inclusive for all. With operations in over 210 countries and territories, Mastercard combines innovation, secure data networks, and strong partnerships to deliver reliable products and services that enable individuals, businesses, and governments to reach their greatest potential.

Role Summary

The Manager of Support and Retention Experience oversees post-enablement customer engagement once customers go live on the MACS platform. This position is responsible for continuous monitoring of customer integrations, proactive identification and resolution of issues before they impact business operations, and supporting customers to expand their use of the platform over time. Reporting to the Director of Support & Retention Experience, the role plays a pivotal part in ensuring a healthy and growing customer relationship beyond initial onboarding.

Key Responsibilities

• Maintain ongoing surveillance of API performance, availability, error rates, and usage patterns across all active production customers, ensuring up-to-date insights into their platform usage.
• Develop and own a comprehensive customer health scoring model that captures critical signals, defines risk thresholds, and ensures visibility and trust among relevant teams.
• Implement a proactive alerting system to detect performance degradations, unexpected usage decreases, or rising error occurrences and prompt timely interventions before customers are affected.
• Create and manage playbooks detailing responses to various failure scenarios—ensuring consistent, rapid, and scalable solutions from API error spikes to inactive customer follow-ups after go-live.
• Coordinate issue resolution efforts across engineering, SRE, and product teams while managing customer-facing communications and escalation paths to shield customers from internal complexities.
• Collaborate with the Developer Zone team to integrate contextual alerts, guidance, and diagnostic tools directly within the platform for real-time customer support without ticket submission.
• Leverage post-enablement usage data to identify and advocate for customer expansion opportunities, liaising with commercial and product teams to enhance platform adoption.
• Perform periodic reviews of customers’ platform integrations to provide optimization recommendations that improve performance and reduce errors.
• Deliver clear, data-driven reports on customer health, support effectiveness, retention trends, and platform adoption metrics to senior leadership.
• Collect and consolidate feedback from post-go-live customers to drive continuous enhancements in product and engineering teams.

Qualifications and Skills

• Experience in customer success, post-sales support, or technical account management within B2B technology or developer platform sectors.
• Ability to analyze API performance metrics, error logs, and usage statistics to understand and improve customer experience, without needing deep engineering expertise.
• Strong organizational skills with a focus on documenting procedures, defining escalation protocols, and systematic process improvements.
• Excellent interpersonal and coordination skills to smoothly engage across multiple internal teams and provide a frictionless customer experience.
• Detail-oriented with capability to monitor numerous active customers, effectively prioritizing interventions to mitigate risks.
• Exceptional communication skills to translate complex technical data into clear messages for both customers and leadership.
• Self-motivated and adaptable to developing operational frameworks and driving progress in evolving environments.
• Previous experience in payments, fintech, or developer platform environments is highly advantageous.

Success Indicators

• All active production customers are continuously monitored and issues resolved preemptively to prevent business disruptions.
• Customer health scores are reliable, trusted, and actively utilized for operational and strategic decision-making.
• Customers consistently feel supported throughout their lifecycle, regardless of their size or complexity.
• Usage data effectively highlights expansion opportunities contributing to platform growth.
• Customers maintain long-term engagement, leveraging more platform capabilities and perceiving Mastercard as a strategic partner.

Corporate Security Responsibility

• Adhere to Mastercard’s security policies and practices to maintain the confidentiality and integrity of company information.
• Report any suspected security violations or breaches promptly.
• Complete all required mandatory security training according to company guidelines.