Strategic Customer Success Manager, Customer Data Platform (CDP)

Rokt•New York, NY

2d•Hybrid

About The Position

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 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

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.

Benefits

Become a shareholder. Every Rokt’star gets equity in the company
Every employee has enterprise access to leading AI tools (Claude, ChatGPT, Gemini, Replit, etc) building AI fluency as a core skill, not a side project
Enjoy catered lunch every day and healthy snacks in the office.
Plus join the gym on us!
Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan
get fully funded premium health insurance!
Dog-friendly office
Extra leave (bonus annual leave, sabbatical leave etc.)
Work with the greatest talent in town
See the world! We have offices in New York, Seattle, Sydney, Tokyo and London