Jobs / United Kingdom / Mastercard International Incorporated
Director, Customer Success, Real Time Payments International - Maternity Cover (up to 12 months)
Mastercard International Incorporated · 🇬🇧 London, England (Angel Lane)
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Sponsor Radar — Mastercard International Incorporated
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About the role
Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Director, Customer Success, Real Time Payments International - Maternity Cover (up to 12 months) This is a fixed-term maternity cover opportunity for up to 12 months. Overview Mastercard's Real Time Payments (RTP) business enables the delivery of innovative account-to-account payment solutions that power critical payment infrastructure around the world. As Director, Customer Success, you will serve as the strategic owner of a portfolio of RTP customer relationships, ensuring customers achieve maximum value from Mastercard's solutions while delivering sustainable commercial growth and operational excellence. This role combines strategic account leadership, commercial management, solution governance, operational oversight, and executive stakeholder engagement. You will act as the voice of the customer within Mastercard, partnering across Product, Engineering, Operations, Technology, Finance, Risk, Legal, and Regional teams to deliver exceptional customer outcomes, drive portfolio performance, and strengthen long-term customer partnerships. Success in this role requires the ability to balance customer needs, commercial priorities, operational performance, and risk management within a complex, highly collaborative environment. Role Customer Strategy & Relationship Leadership • Own the strategic vision, customer success strategy, and long-term account plans for assigned RTP customers. • Build trusted relationships with key customer stakeholders, including executive leadership, becoming a strategic advisor and advocate for customer success. • Develop a deep understanding of customer goals, business drivers, market challenges, and growth opportunities. • Lead customer governance through regular business reviews, executive engagements, and strategic planning discussions. • Identify opportunities to strengthen customer value, increase adoption of RTP solutions, and expand Mastercard's footprint within customer organisations. Commercial Ownership & Growth • Own the customer P&L and be accountable for portfolio revenue, profitability, margin improvement, and commercial performance. • Drive revenue growth through contract renewals, service expansion, commercial change requests, and new business opportunities. • Maintain accurate forecasts and proactively manage sales, renewal, and change-request pipelines. • Partner with Finance and commercial teams to optimise customer economics and ensure achievement of business objectives. • Support the development of commercial strategies that align customer value creation with Mastercard growth goals. Customer Success & Value Delivery • Ensure customers realise measurable value from Mastercard's Real Time Payments products and services. • Drive delivery against customer commitments, contractual obligations, and agreed success metrics. • Establish and monitor key performance indicators, service levels, and customer health measures. • Lead the customer reporting process, ensuring accurate and meaningful insights support customer decision-making and business outcomes. • Act as the escalation point for strategic customer issues, driving resolution through effective cross-functional collaboration. Product & Solution Governance • Own customer roadmap discussions and ensure alignment