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Strong employer brand plus mid-level CS ops role and metro hiring make competition medium.
Medium — CS operations skills transfer across industries, but payments and enterprise B2B experience preferred.
Medium due to platform experience (Gainsight/Salesforce/Tableau) and specific CS operations expertise required.
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Support development and execution of Customer Success Operations strategy and processes for Mastercard Services across the APAC region.
Enable scalable operating models, playbooks, and measurement frameworks including KPIs to evaluate and improve Customer Success performance.
Manage configuration, adoption, and integration of Customer Success technology stack (Gainsight, Salesforce, Tableau) and deliver actionable insights to stakeholders.
Experience in Customer Success Operations or related roles with demonstrated understanding of CS strategy and execution.
Proven ability in designing scalable processes and translating technical solutions into business value.
Strong analytical skills with experience in reporting, dashboards, and performance metrics.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in working cross-functionally and globally within Customer Success or similar operational environments.
Skilled in managing change, training staff, and driving adoption of new technologies including AI integration within CS functions.
Familiarity with CS platforms (e.g., Gainsight) and ability to influence and collaborate with leadership to evolve customer engagement frameworks.