Strategic Customer Success Manager (Customer Data Platform)

• Rokt mParticle is looking for an experienced Strategic Customer Success Manager to work with our top tier 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 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
• This is a highly collaborative individual who works closely with mParticle’s Solutions, Sales & Product teams to provide client feedback and influence our product roadmap
• Success in this role is defined by client retention, expansion and satisfaction
• 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 (e.g., reducing customer acquisition costs, increasing retention, optimizing campaign performance)
• Provide expert guidance on the mParticle platform, helping customers maximize value through use case enablement, best practices, and ongoing consultation
• Collaborate with internal teams (Solutions Consulting, Sales, Product, and other cross-functional partners) to develop and execute strategic account plans that align with customer goals and mParticle business objectives
• Track and report on customer health metrics, adoption trends, and success outcomes; lead stakeholder business reviews (QBRs) to highlight achievements and align on future goals

Benefits

• Learning and development: Develop your skills and career through our global training events, self-driven learning programs, and fantastic people leaders.
• Generous PTO and extended leave: When you work hard, we know you also need to rest. We offer generous time off and extended leave policies. Whether you are taking a tenure-based sabbatical or parental leave, we’ve got you covered.
• Employee equity options: All Rokt’stars have equity ownership. If we succeed, everyone enjoys the upside.
• Catered lunches: Enjoy catered lunch five times a week and healthy snacks in the office.
• Health and wellness benefits: We provide a variety of health (physical and mental) care programs, including a zero-cost monthly premium option in the US. We also offer a monthly wellness allowance and wellness sessions.
• 401K matching: In the U.S., access generous retirement plans like a 4% dollar-for-dollar 401(k) matching plan.
• Dog-friendly office: Pets make our lives better in so many ways. At work, they create a fun and happy environment, encourage conversations, and get us up for regular exercise breaks. Our NYC office is dog-friendly!
• Global travel opportunities: Along with our global all-staff events in amazing locations, we also offer generous relocation packages if you’re interested in moving to another Rokt office.
• Hybrid workplace: Enjoy the best of both worlds with 4 days in office and 1 day remote according to our team-based flexibility model.
• Technology allowance: Each Rokt’star has an allowance to use toward buying new technology that tops up every year. As a technology company, we make sure our Rokt’stars are only using the latest and greatest equipment–and you can keep it even if you leave.

• The candidate qualified for this role has proven experience supporting high revenue, large scale customers, on a global level
• An ideal CSM possesses a clear understanding of the partners’ organization and their overall business strategy, and has frequent dialogue with key stakeholders
• AI-first mindset: you use AI tools and automation to improve efficiency and consistency (e.g., account planning, QBR narratives, call intelligence, and operational follow-through), while maintaining a high bar on customer experience
• Excellent cross-functional collaboration skills—able to partner effectively with Solutions, Sales, and Product to deliver outcomes and incorporate customer feedback into product direction
• Proven experience supporting high revenue, large-scale, global customers, including senior stakeholder engagement and executive-level communication
• 6+ years of experience in Customer Success / Account Management / Solutions Consulting in enterprise SaaS (preferred experience with data, martech, CDPs, or developer-adjacent platforms)
• Strong ability to understand a customer’s business strategy and translate it into data-driven success plans, platform adoption, and measurable outcomes