Strategic Customer Success Manager

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world’s leading companies.

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.
We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Strategic Customer Success Manager

Target total compensation ranges from $234,000 - $358,000, including a fixed annual salary of $150,000 - $200,000, an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

We are looking for an experienced Strategic Customer Success Manager to work with our top tier global customer base which includes some of the world’s best consumer-facing brands at a global level. Our Customer Success team is tasked with strengthening and expanding our relationships at all levels of the client organization. The candidate qualified for this role has proven experience supporting high revenue, large scale customers, on a global level. 

The Strategic CSM possesses a clear understanding of the partners' organization and their overall business strategy, and has frequent dialogue with key stakeholders. The CSM drives expansion of data-driven use cases and up-sells platform products and features. In order to do so, the CSM should possess the ability to understand a customer’s business needs & articulate the value of an enterprise platform to collect and connect data for consumer-focused initiatives. 

The is a highly collaborative individual who works closely with mParticle’s Solutions Consulting, Sales & Product teams to provide client feedback and influence our product roadmap. Success in this role is defined by client retention, expansion and satisfaction. 

About the role: 

• Build and maintain strong, trusted relationships with key stakeholders and decision-makers within strategic accounts. Act as the main point of contact and advocate for the customer.
• Partner with customers to understand their business goals and objectives, and develop tailored success plans that drive measurable outcomes, such as reducing customer acquisition costs, increasing retention, or optimizing campaign performance.
• Provide expert guidance on the mParticle platform, helping customers maximize its value through use case enablement, best practices, and ongoing consultation.
• Collaborate with internal teams to develop and execute strategic account plans that align with customer goals and mParticle’s business objectives.
• Identify and mitigate risks to account health, such as underutilization of the platform or misalignment of expectations. Escalate issues and coordinate internal resources as needed.
• Work with the sales team to identify opportunities for expansion and renewal within accounts, ensuring customer satisfaction and retention.
• Serve as a customer advocate by gathering and sharing feedback with internal teams to influence product development and improve the customer experience.
• Track and report on customer health metrics, adoption trends, and success outcomes. Present stakeholder business reviews (QBRs) to clients to highlight achievements and align on future goals.

Requirements

About you:

• Minimum of 8 years customer-facing experience and minimum of 3 years supporting a global customer portfolio 
• Proven experience supporting customers on an enterprise level solution
• Proven track record in a consulting role and customer-facing environment. Ability to leverage your business acumen to assess client needs and drive adoption.
• Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing.
• Ability to set and execute on priorities within a fun and fast-paced environment.
• Expertise in leading meetings with strong presentation skills.
• Excellent collaborator, with the ability to engage across multiple teams to drive an outcome.
• Desire to be a key player within a strong team focused on exceeding client expectations.
• Location: Willing to commute to the NYC Office, with hybrid work (4 days/week in-office).
• Travel: Willing to travel up to 25% for client meetings.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance!
• Dog-friendly office
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team