• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes • Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria • Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI • Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations • Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA • Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers • Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact • Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps • Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience • Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform • Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio • Travel up to 25–30% to support customer success activities

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals. • Identify any potential risks associated to customer health and retention and communicate through regular pulse updates. • Attend on-site customer meetings and relevant industry events • Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes. • Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful. • Collaborate with support and technical teams to address and resolve customer issues promptly. • Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals. • Identify new opportunities for growth and expansion. • Assist with various special projects to support the Customer Success organization.

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 Manager, Digital Customer Success [Global] Overview Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success Center of Excellence team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team works collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and improvement of the Mastercard ecosystem. Responsibilities The Manager, Digital Customer Success is responsible for executing and optimizing Mastercard's digital-led customer success model, ensuring customers achieve measurable outcomes at scale through thoughtfully designed one-to-many customer experiences. This role focuses on operationalizing digital customer journeys across onboarding, adoption, value realization, retention, expansion readiness, and advocacy, leveraging technology, analytics, and targeted human engagement in partnership with regional and platform Customer Success teams and cross-functional stakeholders. • Execute and continuously improve digital customer success journeys aligned to the global CS strategy• Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy• Ensure journeys are scalable, outcome driven, and supported by data and automation• Translate Digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of the outcomes via easy-to-consume reporting• Partner with Product, Enablement, Analytics, and Technology teams to deliver effective digital motions• Support regional and platform CS teams with guidance, tooling, and best practices for consistent execution• Act as a key execution partner between the CS COE and regional and/or platform CS teams• Support change adoption of digital customer success motions across stakeholders• Contribute customer insights to improve products, processes, and overall customer experience• Leads digital CS initiatives, programs, or pods via virtual teaming• Influences outcomes through collaboration and program leadership rather than enterprise wide ownership• Serves as a role model for digital first, data driven customer success execution All About You• Demonstrated experience leading Digital, Scaled, or Programmatic Customer Success initiatives within complex technology, data, payments, or services driven environments• Customer centric operator with a strong track record of driving adoption, engagement, and value realization through scalable, digital first customer success motions• Comfortable leading initiatives, programs, or pods, and supporting teams through change by promoting digital first ways of working, operational discipline, and a focus on customer outcomes• Execution oriented mindset with the ability to translate customer success strategy into repeatable programs, journeys, and playbooks that deliver measurable outcomes at scale• Strong understanding of Customer Success platforms (Gainsight experience preferred), CRM systems, marketing automation tools, product analytics, and how they integrate to support scale across large customer portfolios• Highly analytical and data driven, using customer insights, usage data, and performance metrics to continuously optimize customer experiences and improve results• Effective collaborator and influencer, able to partner closely with regional and/or platform Customer Success teams, Product, Enablement, Analytics, Technology, and Sales to drive alignment and consistent execution• Strong understanding of the end to end customer lifecycle and underlying business objectives, ensuring digital CS efforts support retention, renewal readiness, and long term growth• Motivated by impact and energized by building scalable solutions that help customers realize value from Mastercard's products and services Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

Are you passionate about helping global advertisers achieve success across today’s evolving digital landscape? As a Associate Customer Success Manager on our Global Strategic Accounts team, you’ll play a critical role in helping Smartly’s largest and most innovative customers execute, optimize, and scale campaigns across paid social and programmatic media. You’ll work hands-on with Smartly’s creative and automation technology to deliver operational excellence—setting up campaigns, building reports, troubleshooting integrations, and driving adoption of our platform. This role combines analytical problem-solving with day-to-day execution to ensure customers achieve measurable outcomes and long-term success. As a Customer Success Associate at Smartly, you will... - Partner with Customer Success Managers and GSA Leads to deliver strategic and operational excellence for enterprise customer accounts. - Support customer onboarding, training sessions, and quarterly business reviews to drive platform adoption and retention. - Act as a trusted partner by understanding customer goals, identifying opportunities for growth, and helping align Smartly solutions to business outcomes. - Oversee end-to-end campaign setup, optimization, and performance tracking across platforms such as Meta, TikTok, Pinterest, Snap, Reddit, DV360, Google Ads, and The Trade Desk. - Conduct campaign analysis and provide actionable insights and recommendations to customers and internal teams. - Build and maintain performance dashboards and reporting frameworks, ensuring data accuracy and visibility. - Develop deep expertise in Smartly’s creative, automation, and data integration tools to deliver high-quality execution and consultative support. - Collaborate closely with Product and Engineering to surface customer feedback and influence future development. - Contribute to the documentation of best practices, workflow improvements, and automation opportunities to enhance operational efficiency across accounts. We're definitely looking for you, if you... - Have 1–3 years of experience in digital advertising, media operations, customer success, or marketing analytics, ideally within an agency, SaaS, or ad tech environment. - Have proven ability to execute, optimize, and analyze paid media campaigns across social (Meta, TikTok, Pinterest, Snap, Reddit) and/or programmatic platforms (DV360, The Trade Desk, Google Ads). - Have strong analytical, problem-solving, and presentation skills, with proficiency in Excel, PowerPoint, or other business intelligence and visualization tools to translate campaign data into insights, actions, and impactful customer storytelling. - Have excellent communication and organizational skills, with the ability to manage multiple workstreams and stakeholders across global teams. - Have a growth mindset - curious, proactive, and eager to deepen your expertise across multiple digital ecosystems. - Are able to work mid-shift hours to support our EMEA based global accounts. Smartly is committed to being the best place to work for growth-minded individuals to thrive - explore more in our Culture Handbook! #LI-HYBRID About SmartlySmartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.