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. We enable companies to increase value by unlocking real-time relevancy in the moment that matters most, when customers are buying. 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. In January 2025, Rokt’s valuation increased to $3.5 billion USD, allowing us to expand rapidly across 15 countries. 

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

Compensation: $150,000 - $170,000 Base + Target Variable, employee equity plan grant & world class benefits.

mParticle is 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.

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.