The Vice President of Customer Success is responsible for post sale revenue protection and growth across Identity and Risk solutions, with direct accountability for customer adoption, retention, renewal execution, and expansion. The role owns the Customer Success operating model across North America and serves as the senior executive point of accountability for strategic customers. This position partners closely with Sales, Product, Delivery, Support, and Services leadership to ensure customers realize measurable value from fraud, risk, and identity capabilities while driving durable, multi year revenue outcomes. Role. Post Sale Revenue Ownership Own gross and net retention outcomes for Identity and Risk customers. Lead renewal strategy, forecasting, and execution in close partnership with Sales and Revenue Operations, including executive level intervention on high risk or high value accounts. Customer Adoption and Value Realization Ensure customers successfully onboard, integrate, and operationalize Identity and Risk capabilities. Drive measurable value realization tied to fraud reduction, approval rate improvement, and risk mitigation outcomes, not just product usage. Executive Customer Leadership Serve as the executive sponsor for the most strategic and complex customers. Lead executive business reviews, manage escalations, and maintain senior stakeholder relationships where renewal or expansion outcomes depend on executive alignment. Expansion and Growth Strategy Identify and drive expansion opportunities within existing accounts, including increased volume, new use cases, additional products, and broader adoption across business units and geographies. Partner with Sales leadership on account strategy and expansion deal execution. Customer Success Operating Model Design and lead the Customer Success coverage model, including account segmentation, engagement cadence, and role clarity. Ensure Directors and Customer Success Managers are aligned to the highest risk and highest impact accounts. People Leadership Lead and develop Directors and Customer Success Managers. Set clear performance expectations tied to customer outcomes, coach leaders through complex situations, and build a resilient, accountable Customer Success organization. Cross Functional Leadership Partner with Product, Engineering, Delivery, Support, and Services teams to resolve customer issues, influence roadmap priorities based on customer feedback, and ensure closed loop communication. Represent the voice of the customer in product and go to market discussions. Metrics and Governance Define and review Customer Success KPIs including customer health, churn risk, renewals, expansion pipeline, executive engagement, and customer satisfaction. Use data driven insights to prioritize leadership attention and investment. All About You - Senior leadership experience in Customer Success, Account Management, or post sale roles within Saas, payments, fraud, risk, or data driven technology businesses - Proven ownership of retention, renewal, and expansion outcomes at enterprise scale - Experience partnering closely with Sales and Product leadership to drive customer outcomes and revenue growth - Strong executive presence with the ability to influence C level customer and internal stakeholders - Deep understanding of customer lifecycle management and value realization in complex, regulated environments - Demonstrated ability to lead organizations through change, re orgs, or operating model evolution Measures of Success - Gross and net revenue retention performance - Renewal predictability and churn risk reduction - Expansion pipeline quality and conversion - Executive customer satisfaction and reference ability - Customer Success team performance, engagement, and scalability. Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonableaccommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.