Customer Success Manager, Customer Data Platform

Rokt•New York, NY

7h•Onsite

About The Position

Rokt mParticle is seeking an experienced Customer Success Manager to manage its top-tier customer base, which includes some of the world's leading consumer-facing brands on a global scale. The Customer Success team is responsible for strengthening and expanding relationships at all levels of the client organization. The ideal candidate has proven experience supporting high-revenue, large-scale customers globally. An ideal CSM understands the partners' organization and their overall business strategy, engaging in frequent dialogue with key stakeholders. The CSM drives the expansion of data-driven use cases and up-sells platform products and features. To achieve this, the CSM must be able to understand a customer's business needs and articulate the value of an enterprise platform for collecting and connecting data for consumer-focused initiatives. This role is highly collaborative, working closely with mParticle's Solutions, Sales, and Product teams to provide client feedback and influence the product roadmap. Success in this role is measured by client retention, expansion, and satisfaction.

Requirements

3+ 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.

Responsibilities

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.