Customer Success Manager

Customer Success Manager (CRM/Loyalty SaaS)

**Our Purpose**

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

**Title and Summary**

Customer Success Manager (CRM/Loyalty SaaS)

SessionM, a Mastercard company, is seeking an exceptional and experienced Customer Success Manager who is passionate and driven, with strong communication and account management skills. This individual will report to the VP of Customer Success and manage a portfolio of Enterprise clients to continuously deliver value to drive account growth and provide the highest level of service to our enterprise accounts.

Role Responsibilities:
In this client-facing position, you will:

- Gain trusted-partner status through our SessionM solutions with our larger, regional enterprise accounts
- Act as primary point of contact throughout customer lifecycle
- Drive adoption of the SessionM Platform, measured through platform usage and other KPIs
- Onboard new customers
- Achieve customer goals by providing proactive best practices, strategies and use cases
- Possess a comprehensive understanding of SessionM products and services
- Possess strong presentation, verbal, and written communication skills
- Build and maintain strong relationships with multiple contacts within the assigned customer base
- Project manage client initiatives - both internally and externally
- 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:

- Track record of hitting renewal targets, driving incremental value, and retaining long-term client contracts.
- Three to Five years' experience working on loyalty programs or platforms
- Proficiency in the marketing technology ecosystem (specifically customer data, CRM, customer engagement, and loyalty platforms).
- Ability to thrive in a fast-paced environment, handle a diverse workload, and meet aggressive deadlines.
- Must be confident and possess strong communication, listening, and interpersonal skills, with an ability to manage complex senior-level relationships and negotiations.
- Strong oral presentation skills and ability to assist in presentation development.
- Comfortable working with data analysts and providing actionable insights and recommendations.
- Strong cross functional team player who is comfortable talking to topics related to marketing (both traditional and digital) data, strategy, CRM, customer care, and operations.
- Experience with end user facing marketing programs, like loyalty or customer engagement.

**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.

Job ID R-214732