Strategic Customer Success Manager, Customer Data Platform (CDP)

Rokt•New York, NY

4d•$221,000 - $262,000•Hybrid

About The Position

Rokt is a hyper-growth ecommerce leader that uses its AI Brain and ecommerce Network to power billions of transactions and connect hundreds of millions of customers. Rokt mParticle, a leading customer data platform, merged with Rokt in January 2025. Together, they aim to empower businesses to deliver personalized experiences by activating insights from customer data. Rokt emphasizes transparency in career paths and compensation, with a well-defined career ladder and clear paths based on competency and ability. The company is seeking an experienced Strategic Customer Success Manager to work with its top-tier global customer base, focusing on strengthening and expanding relationships, driving data-driven use cases, and up-selling platform products. The ideal candidate will understand customer business strategies, articulate the value of the enterprise platform, and collaborate with internal teams to influence the product roadmap. Success is measured by client retention, expansion, and satisfaction.

Requirements

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.

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.