Strategic Customer Success Manager

We are Rokt. We are the global leader in ecommerce, on a mission to make every transaction more relevant. We’ve built our business around the Transaction Moment™, the span from cart to confirmation where customer attention and intent peak, and where more than 90% of a business's ancillary revenue potential sits untapped.

The Rokt Brain leverages advanced machine learning to determine the next best action for every customer in real time across the Rokt Network, powering 13 billion transactions a year for brands like: Live Nation, Fanatics, Macy's, AMC Theatres, PayPal, Uber, Hulu, Albertsons and more. Since 2012 we've grown from a Sydney startup, to a $3.5B company with 700+ Rokt'stars across eight offices and 15 markets, sustaining a Compound Annual Growth Rate of 40%+ for over a decade.

At Rokt, we practice transparency in career paths and compensation, which is why we have a well-defined career ladder with clear compensation and career paths based on competency and ability. 

Target total compensation ranges from $221,000 - $262,000, including a fixed annual salary of $134,000 - $165,000, variable quarterly compensation, an employee equity plan grant, and world-class benefits. This is the expected range for the role. Final compensation is determined by the level assessed through the interview process and based on how your experience and skills map to our career ladder.

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

Rokt mParticle is widely recognized as one of the leading real-time customer data platforms (CDP), serving hundreds of global brands and helping them turn data to insights and insights to action. In January 2025 mParticle merged with Rokt and became Rokt mParticle. Your work would directly impact the continued growth and success of the CDP.

About the Role:

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. You will report into the Global Head of Customer Success. 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.

An ideal 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.

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

We are an AI-first company. We're a team of builders. That means the person who spots the problem is usually the person who fixes it, and "someone should build a tool for that" is treated as a volunteer sign-up sheet. We use AI and automation tools to move faster, and expect you to figure things out when the path isn’t obvious. If you prefer established processes and clearly defined lanes, you probably won’t like it here.

How your future team uses AI: 

The Customer Success team uses AI as an account intelligence partner to synthesize customer activity, assess account health, and turn customer goals into measurable success plans. AI helps CSMs identify risks and growth opportunities earlier, while CSMs apply the judgment, trust, and strategic leadership needed to strengthen relationships and drive outcomes.

AI supports the more hands-on technical side of the role as well, helping teams troubleshoot issues such as faulted integrations and get clients to answers faster. And increasingly, AI isn't just how we work—it's part of what we bring to our clients. Client Success teams demonstrate and drive adoption of AI-powered mParticle capabilities like Audience Agent, helping customers understand how they can use these tools to get more value from their data.

How You Will Contribute: 

• 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.

Requirements

What You Bring:

• 6+ years of experience in Customer Success / Account Management / Solutions Consulting in enterprise SaaS (preferred experience with data, martech, CDPs, or developer-adjacent platforms).
• Proven experience supporting high revenue, large-scale, global customers, including senior stakeholder engagement and executive-level communication.
• Strong ability to understand a customer’s business strategy and translate it into data-driven success plans, platform adoption, and measurable outcomes.
• Excellent cross-functional collaboration skills—able to partner effectively with Solutions, Sales, and Product to deliver outcomes and incorporate customer feedback into product direction.
• 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.

Benefits

About Rokt’stars:

We move fast and decide with incomplete information, because a good decision this week can lead to a perfect one next quarter. We work as one team, which means the best idea wins regardless of who raised it or what level they are. We hire people who are brilliant and humble and who are obsessed with making the customer successful.

About The Benefits:

• Fully funded insurance  (Medical, Dental, Vision) 
• Dollar-for-dollar 401K matching plan (up to 4% of fixed annual salary)
• Fully funded life, short term, and long term disability insurance 
• Equity in a profitable, fast-growing company approaching $1 Billion in revenue
• Every employee has enterprise access to leading AI tools, building AI fluency as a core skill
• Monthly Wellness and Cell Phone Allowances
• Catered lunch every day and a fully stocked pantry
• Dog-friendly offices so you can bring your best friend to work
• Quarterly performance reviews for most roles, so feedback and promotion decisions don't wait
• Extra leave (bonus annual leave, sabbatical leave etc.)

We believe we’re better together. Most teams are in the office minimum 4 days per week. 

At Rokt, we choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing and 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.