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Melissa
Goldstein
Vice President of Customer Success
Mastercard
Melissa Goldstein is a Vice President in the Customer Success Center of Excellence within Mastercard’s Services business. She leads the development of global strategy, CS operations, and the evolution of CS practices across the Services organization. Over almost 15 years at Mastercard, Melissa has built a reputation as a data-driven problem solver and systems thinker, with deep expertise spanning delivery, product, consulting, insights & enablement, and AI-powered process optimization. In her current role, Melissa partners closely with regional and global teams to design customer success frameworks, value‑tracking methodologies, and enablement programs that support adoption, expansion, and long‑term customer value.
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23 September 2026 14:00 - 14:45
Panel | What CS skills will survive automation by 2030?
As automation reshapes Customer Success, a critical question emerges: which skills will still matter by 2030? This panel examines the evolving skillset of Customer Success professionals in a world where AI handles more of the operational and analytical workload. Panelists will explore future career durability in CS, the capabilities that remain uniquely human, and whether tomorrow’s CSMs will need deeper technical fluency to stay effective. The discussion will also challenge the boundaries of the role itself, questioning whether Customer Success is converging into a hybrid of RevOps, consulting, and AI oversight. Key themes include future career durability, uniquely human skills, the role of technical depth, and the evolving identity of Customer Success in an AI-driven operating model.