Director, Partner Success

Title and Summary

Director, Partner Success

Overview

Mastercard Services leverages unique data, analytics, technology, and expertise to help customers grow, optimize performance, and manage risk. As Global Director, Partner Success, you will define and build a global partner success strategy, creating the framework through which Partner Success Managers consistently deliver value, accelerate product adoption, and drive long-term growth. The role reports to the Global Customer Success VP and sits at the intersection of Product, Customer Success, Sales, Marketing, and Partner Development, shaping how Mastercard scales customer outcomes through a global ecosystem of strategic partners.

Responsibilities

• Own the global Partner Success vision and strategy, ensuring alignment with Services growth objectives and product priorities.
• Design and evolve the partner engagement model, including best practices in segmentation, coverage, lifecycle ownership, and digital and AI enabled success motions.
• Establish scalable operating models that enable partners to deliver consistent customer outcomes across diverse partnership models, markets, segments, and products.
• Define the end to end Partner Success framework, ensuring partners are equipped to drive onboarding, adoption, value realization, renewal, and expansion.
• Create standards and methodologies that drive consistency, quality, and scalability across the partner ecosystem.
• Account for the adoption of the vision, operating model, and frameworks to drive consistency in how Partner Success is managed at Mastercard.
• Drive operating efficiency to allow Partner Success managers to more effectively deliver partner outcomes.
• Create recommendations on Partner Success KPIs, ensuring alignment on data availability and hygiene to track progress accurately.
• Leverage customer, partner, and market insights to identify trends, risks, and opportunities, translating findings into scalable actions and operating model improvements.
• Partner closely with Product, Sales, Marketing, Customer Success, and Partner Development leaders to embed Partner Success priorities into business planning, product strategy, and go to market execution.
• Translate product and business objectives into prioritized Partner Success initiatives, programs, and measurable outcomes.
• Shape partner led growth motions that accelerate adoption, expand customer value, and unlock new revenue opportunities across the Services portfolio.
• Inform capacity planning and annual budget planning.
• Represent Partner Success on the Partner Business Development Leadership Team, serving as the global voice of partner delivered customer value and ecosystem performance.

Qualifications

• Experience in customer success, product management, consulting, or related roles, with a track record of delivering measurable outcomes.
• Experience working in partner led or ecosystem models, with an understanding of indirect customer engagement.
• Proven success improving retention, increasing adoption, and identifying growth opportunities with channel partners.
• Collaborative, proactive leader who builds strong relationships and contributes to a high performing culture.
• Strong communication and storytelling skills, translating complexity into clear, executive ready narratives.
• Strong data fluency, with experience using analytics and AI driven insights to inform performance and strategy.
• Ability to define success metrics, interpret partner and customer signals, and translate insights into scalable actions.
• Customer centric mindset with a focus on scalable, innovative solutions.
• Proven ability to influence and collaborate across Product, Sales, Marketing, and Customer Success in a matrixed environment.
• Excellent analytical and problem solving capabilities with a data driven approach.