Customer Success Sr. Specialist at Mastercard engaging stakeholders and optimizing services. Supporting business growth through effective solutions in the payments ecosystem.
About the role
- Client Experience Manager ensuring successful client adoption of a financial platform through strategic learning initiatives. Collaborating with Customer Success and Product teams to enhance client learning experience.
Responsibilities
- Lead the Client Learning Experience strategy aligned to the Customer Success operating model, defining clear learning pathways across the client lifecycle (Purchase → Onboard → Go Live → Hypercare → Adopt & Expand).
- Operate within the CS cadence to anticipate learning needs, support Value and Success Planning, and translate client insights, adoption blockers, capability gaps, friction points, into prioritised learning requirements.
- Maintain proactive alignment with Product and Product Marketing to forecast learning impact of upcoming releases and ensuring product changes are incorporated into learning enhancements across courses, certifications, and client resources.
- Build and maintain a forward-looking Client Learning Roadmap that reflects CS priorities, product evolution, and team capacity, ensuring all deliverables meet Knowledge Management and AI-readiness standards.
- Coordinate and coach Senior Learning Consultants, Designers, and Content Developers to deliver learning solutions that are scalable, high-quality, and directly tied to client adoption outcomes.
- Define and track client competency indicators as part of health scoring and Success Plans, using insights to refine learning pathways and drive continuous improvement.
- Enable Client Success Partners with client-ready assets and guidance, embedding learning interventions into CS playbooks (Risk Accounts, New Executive/Champion Onboarding, Adoption Plans) where required.
- Drive client self-sufficiency through structured, outcome-driven learning that reduces unnecessary dependency on Delivery and Support.
Requirements
- 8+ years in Learning, Client Education, Customer Success Enablement, or similar roles in SaaS or technology environments.
- Proven ability to design and scale client learning experiences that drive measurable business outcomes.
- Strong understanding of SaaS product adoption, customer lifecycle stages, and value realisation models.
- Experience collaborating with Product teams on release-driven learning.
- Demonstrated ability to lead learning teams and orchestrate complex, cross-functional workstreams.
- Exceptional stakeholder management, influencing, and communication skills.
- Demonstrated fluency in applying AI to improve learning & ways of working and a clear understanding of how AI can increase scalability, accuracy, and operational effectiveness.
- Strong capability in measuring impact and using insights to refine programs, prioritise effort, and ensure learning stays aligned to client value milestone.
Benefits
- Healthcare cover through the VHI
- Company pension contribution
- Life assurance/ Income protection
- 23 days annual leave
- 3 company closure days
- Annual bonus opportunity
- Work From Home set-up allowance
- Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
- Other competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, sports and social committee, weekly fitness and sports classes and much more
- Buddy system for all new starters
- Collaborative working environment
- Extensive training programs, classroom and online, through ‘Fenergo University’
- Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
- Defined training and role tracking to allow you see and assess your own career development and progress.
- Active sports and social club
- State of the art offices in the heart of Dublin’s Docklands with great facilities, canteen and games area
Job title
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