Customer Success Manager

mParticle by Rokt 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.

We are Rokt, a hyper-growth ecommerce leader. We enable companies to increase value by unlocking real-time relevancy in the moment that matters most, when customers are buying. 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. In January 2025, Rokt’s valuation increased to $3.5 billion USD, allowing us to expand rapidly across 15 countries. 

At Rokt, we practice transparency in career paths and compensation. At Rokt, 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

Target total compensation ranges from £80,000 - 97,500, including a fixed annual salary of £60,000 - 70,000  Base + variable, employee equity plan grant & world class benefits.

Become the trusted advisor who propels our clients to new heights as a Customer Success Manager at mParticle by Rokt. In this role, you’ll blend relationship management with cutting-edge AI insights to drive long-term client growth and satisfaction. You’ll take charge of key client partnerships, ensuring they maximize the value of Rokt’s platform through strategic guidance and data-driven marketing initiatives. If you are passionate about helping clients succeed, love solving business challenges with innovative tech, and want to directly influence client growth, this opportunity is for you.

What You’ll Do

• Own Client Relationships: Serve as the primary point of contact for a portfolio of mParticle clients, and as a secondary point of contact for larger strategic accounts under the guidance of a Strategic Customer Success Manager. Build deep, positive relationships and become a trusted partner who understands each client's goals and challenges.
• Drive Client Growth: Work with a Strategic CSM and account pod to develop and execute strategic plans for each account to increase engagement and revenue. Identify upsell or cross-sell opportunities and present solutions that help clients achieve even greater success.
• Leverage AI & Data: Use AI-powered tools and analytics to gain actionable insights on client behavior and campaign performance. Continuously optimize campaigns and recommendations based on data, ensuring clients get the best results.
• Champion the Client Internally: Collaborate with product, engineering, and marketing teams to advocate for your clients’ needs. Make sure client feedback leads to improvements in our products and offerings.
• Deliver Impactful Results: Track key success metrics (ROI, conversion, growth rates) for your clients. Regularly report on outcomes and proactively address issues, keeping clients happy and confident in mParticle by Rokt’s value.
• Conduct Regular Reviews: Lead and collaborate on quarterly business reviews (QBRs) for clients to highlight achievements, align on future goals, and showcase the value delivered by mParticle.

About You:

• Experienced: You have 2-4 years of experience in customer success, account management, or client-facing roles for SaaS platforms, preferably in martech, data, or related fields.
• Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities.
• Strategic Problem Solver: You approach client challenges with first-principles thinking and creativity. You enjoy using data and insights to craft tailored solutions that drive results.
• Adaptable & Tech-Savvy: You’re excited to use AI and the latest tools to enhance customer experiences. You quickly learn new technologies and apply them to improve outcomes for clients.
• Proactive & Accountable: You take initiative to identify what needs to be done for your clients without waiting to be asked. You own your accounts and projects, always delivering on your promises.
• Collaborative Communicator: You excel at working cross-functionally and can rally teams around client goals. You communicate clearly, translating complex data or tech talk into actionable advice for any

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About the Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Accelerate your career. We offer roadmaps to leadership and an annual training allowance
• Become a shareholder. Every Rokt’star gets equity in the company
• 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

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

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