Overview In this role you lead the SME Customer Success function for North America, driving health, retention, and revenue growth among merchant and ecommerce customers. You will own renewals, expansions, and long-term value while partnering with Sales, Product, Risk, and Operations. You manage executive relationships and ensure clear value delivery and measurable outcomes across a strategic portfolio. You help balance customer experience with Mastercard revenue goals and influence product directions. This role offers the chance to shape how Mastercard supports SMEs at scale with cross-functional impact.
Compensation / Benefits- comprehensive health insurance
- 401k with company match
- paid parental leave
- paid time off + personal days
- paid holidays
- wellness and fitness support
Responsibilities- Lead segment and revenue performance for the SME merchants/ecommerce portfolio
- Own customer health, retention, and net revenue growth; manage renewals and forecasts
- Collaborate with Sales to drive growth and demonstrate customer value
- Identify risk signals and coordinate executive-level interventions
- Oversee strategic accounts with clear success plans and executive engagement
- Guide renewals, pricing, and scope changes in coordination with Sales and Deal Desk
- Maintain senior executive relationships and sponsor high-value customers
- Bridge with Product, Risk, Operations, and Finance to align on onboarding, billing, and service delivery
Key requirements- Experience in Customer Success or Account Management in SaaS/fintech/payments/ecommerce or related
- Proven track record of owning revenue, renewals, and expansions at scale
- Strong executive presence and ability to engage senior stakeholders
- Ability to operate in a matrixed, cross-functional organization
- Experience managing strategic, high-value customer portfolios
- executive presence
- cross-functional collaboration
- strategic thinking
- customer success / account management
- renewals and expansion strategies
- revenue forecasting
