Customer Success Manager, Customer Data Platform

Rokt•New York, NY

2d•Hybrid

About The Position

Rokt mParticle 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. At Rokt, we practice transparency in career paths and compensation. 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 Customer Success Manager, Customer Data Platform (CDP). mParticle by Rokt is looking for an experienced 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 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.

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.