Loyalty Program Manager / Customer Success Manager

About the role

Mastercard’s Loyalty Solutions team is looking for a proactive Loyalty Program Manager / Customer Success Manager to act as a strategic advisor for enterprise clients. The role focuses on driving adoption of Mastercard’s loyalty and customer‑engagement platform, ensuring clients meet their engagement and retention KPIs while delivering measurable business value.

Key responsibilities

• Promote platform adoption and monitor usage, recommending tactics to maximise ROI and achieve client‑defined KPIs.
• Serve as the primary point of contact for assigned accounts, building trusted relationships with marketing, CRM, loyalty and executive stakeholders.
• Provide best‑practice guidance, use‑case recommendations and playbooks to support successful loyalty programmes.
• Conduct regular business reviews, QBRs and status updates, coordinating internal resources to meet service‑level agreements.
• Identify expansion opportunities, cross‑sell Mastercard solutions and ensure renewal readiness while maintaining high customer satisfaction.

Required profile

• 3–8 years of experience in customer success, account management or consulting for enterprise SaaS solutions.
• Strong understanding of digital marketing, loyalty programmes and data‑driven decision making.
• Excellent communication, problem‑solving and strategic thinking abilities.

Required skills