Customer Success, Team Lead

Title and Summary

Customer Success, Team Lead

Job Description Summary

SessionM, a Mastercard company, is seeking an exceptional and experienced North American Team Lead for our Customer Success Manage team. The ideal candidate is passionate and driven, with strong communication and management skills. This individual will report to the VP of Customer Success and manage a team of Success Managers.

Role Responsibilities:
In position, you will:

Lead and mentor North American Success Managers to drive customer satisfaction and retention.
Develop and implement customer success strategies for enhanced user adoption and customer value.
Collaborate with cross-functional teams to provide customer insights for product and service enhancements.
Responsible for health of North America portfolio leading.
Foster customer-centric culture within the team, emphasizing proactive communication and resolution.
Possess strong presentation, verbal, and written communication skills.
Build and maintain strong relationships with multiple contacts within the assigned customer base.
Retain and drive account growth by identifying areas for growth with broader Mastercard products and services.
Be the client advocate - managing the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood, and deliverables are met.
Role Requirements:

8+ Years of customer success experience
3+ Years in a success leadership role
Proven experience in consumer loyalty programs - preferred experience in QSR or Retail
Verifiable track record of achieving and exceeding assigned KPIs
Proven ability to manage teams in delivering scaled success
Deep knowledge of customer success principles with a clearly articulated point of view on what success looks like
Excellent written and spoken communication
Experience with Marketing Technology Saas platforms (SessionM, Adobe, Salesforce Marketing Cloud) platforms
Previous experience with Gainsight, Salesforce service cloud, or other success and support management software
Bachelor's degree or equivalent experience required

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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 the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application 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 the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges
Atlanta, Georgia: $164,000 - $263,000 USD

Chicago, Illinois: $164,000 - $263,000 USD