Customer Success Manager

Socket.dev; Calgary; Hybrid; CAD 73,000 - 87,000; Full time

Benefits offered by this job

Fully funded insurance

Equity ownership

Wellness allowances

Catered lunch

Dog-friendly offices

Quarterly reviews

Extra leave

Disability insurance

Job summary

Rokt is hiring a Customer Success Manager to own a portfolio of high-potential ecommerce merchants, focused on revenue growth and retention. You will manage end-to-end relationships, drive expansion, and proactively mitigate churn while collaborating with cross-functional teams.

You will work on the SMB book, with a target to expand revenue and protect existing accounts in a fast-growth environment. Prior Shopify familiarity is a plus, equity and top-tier benefits are part of the package.

Qualifications

• 1+ years in client success, account management, customer success, merchant success, customer support, business development or similar client-facing role, ideally in ecommerce, SaaS, ad-tech, or another high-growth environment.
• Experience with Shopify or the post-purchase/conversion space is a bonus, not a requirement.

Responsibilities

• Own a book of partner accounts end to end and drive growth.
• Drive expansion by identifying and closing revenue opportunities across the product suite.
• Monitor account health, protect revenue, and mitigate churn risk.
• Lead data-backed partner conversations and provide actionable recommendations.
• Coordinate with Sales, Product, Design, and technical teams to unblock partners.

Skills

Ownership

Bias for action

Data-driven

Trust building

Humility

Fast-paced

1+ years in client success

Job description

We are Rokt. We are the global leader in ecommerce, on a mission to make every transaction more relevant. We’ve built our business around the Transaction Moment™, the span from cart to confirmation where customer attention and intent peak, and where more than 90% of a business's ancillary revenue potential sits untapped.

The Rokt Brain leverages advanced machine learning to determine the next best action for every customer in real time across the Rokt Network, powering 13 billion transactions a year for brands like: Live Nation, Fanatics, Macy's, AMC Theatres, PayPal, Uber, Hulu, Albertsons and more. Since 2012 we've grown from a Sydney startup, to a $3.5B company with 700+ Rokt'stars across eight offices and 15 markets, sustaining a Compound Annual Growth Rate of 40%+ for over a decade.

At Rokt, we practice transparency in career paths and compensation, which is why we have a well-defined career ladder with clear compensation and career paths based on competency and ability.

We are looking for an Customer Success Manager

Target total compensation ranges from $92,000 – $112,000 CAD, including a fixed annual salary of $73,000 – $87,000 CAD, an employee equity plan grant, and world-class benefits. This is the expected range for the role. Final compensation is determined by the level assessed through the interview process and based on how your experience and skills map to our career ladder.

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

About the Role:

This is a role for someone who wants to own outcomes, not manage a queue.

As a Client Success Manager on our SMB team, you'll take full ownership of a book of high-potential ecommerce merchants, and you'll be measured on two things: growing their revenue and keeping them. You'll drive expansion by finding and landing opportunities others miss, and you'll protect revenue by getting ahead of risk before it becomes churn. You'll primarily support our Shopify book, with room to work across our broader client base as you grow.

Our team works across different books of business, but we're all pointed at the same targets: expansion and retention. Same goals, same bar, one team. We move fast, we back each other, and we're trusted to run our own accounts like they're our own business.

If you're the kind of person who sees a stalled opportunity and can't help but push it forward, who'd rather own a hard problem end to end than hand it off, and who gets energy from a fast, high-growth environment, keep reading.

How your future team uses AI:

• Analyze account performance and health signals to identify growth opportunities, prioritize high-impact actions, and flag potential retention risks early.
• Accelerate account preparation and partner communication by synthesizing data, summarizing conversations, and developing clear, tailored recommendations.
• Automate repeatable workflows and surface patterns across the portfolio, helping the team improve risk management, merchant support, and operational efficiency at scale.

What You Bring

• You own the outcome. You take initiative without waiting to be asked, and you drive things to be done rather than handing off the hard part. When something's yours, you close the loop.
• You have a bias for action. You move quickly, unblock yourself, and make progress in ambiguity instead of waiting for perfect clarity.
• You use data to decide. You're comfortable digging into performance numbers to find opportunities, prioritize your book, and back your recommendations with evidence, not opinion.
• You build trust fast. You communicate clearly and credibly, and you can translate complex data into advice any partner can act on.
• You're smart with humility. You leave your ego at the door, work as a team, and play the ball, not the person.
• You want the pace. A fast-moving, high-growth environment where priorities shift and you're trusted to run is where you do your best work, not where you burn out.

Experience: 1+ years in client success, account management, customer success, merchant success, customer support, business development or a similar client-f acing role, ideally in ecommerce, SaaS, ad-tech, or another high-growth environment. Experience with Shopify or the post-purchase / conversion space is a bonus, not a requirement. You don't need to check every box, if you recognize yourself in the ownership and drive above, we want to hear from you.

What You'll Own

• A book of partner accounts, end to end. You're the person your partners trust, and the one accountable for whether they grow and stay. You set the plan, run the relationship, and drive the outcomes.
• Expansion. You'll find revenue opportunities across our product suite, build the case, and close them. Some you'll drive yourself start to finish; some you'll land with the team. Either way, you own moving them forward.
• Retention and risk. You'll monitor account health, catch the early signals others miss, and act before a problem compounds into a churn. Protecting revenue is as much the job as growing it.
• The partner conversation. From optimization reviews to performance check-ins, you'll run sharp, data-backed conversations that change the trajectory of an account.
• Cross-functional orchestration. You'll pull in Sales, Product, Design, and technical teams to unblock your partners and get things done, and you'll make sure their feedback improves what we build.

What Success Looks Like In Your First Six Months

• You know your book. who's growing, who's at risk, where the next opportunity is, without being asked.
• You've landed expansion revenue you drove yourself, not just handled what came to you.
• You've caught at least one account heading toward risk and turned it around before it churned.
• Your partners see you as the reason they're getting more from Rokt, and your teammates see you as someone who owns their work all the way to done.

Why Join Rokt

• Impact Across the Business:This role isn’t confined to one team - you will get exposure, and build subject matter expertise, in many areas of the business. You’ll gain a broad view of the company and improve how all teams operate. The solutions you build can save hours of work and drive significant business value.
• Innovate with AI:Be a pioneer in applying AI and automation internally at a company that truly values innovation. If you have creative ideas for using AI, Rokt is the playground to bring them to life.
• Endless Learning:Every project is a new puzzle to solve across different domains, so you’ll constantly expand your expertise in operations, analytics, product, and more. With Rokt’s rapid growth, new challenges and opportunities to learn will never stop coming.
• Empowered Culture:Join a team of owners in a culture that encourages you to act boldly and learn from every experiment. You’ll have autonomy to innovate, support when needed, and recognition when you deliver results.
• Great Environment & Benefits:Work with smart, down-to-earth colleagues in a vibrant, inclusive workplace. Rokt offers transparent career progression, continuous development opportunities, equity ownership, and perks to support your growth and well-being.

About The Benefits:

• Fully funded insurance (Medical, Dental, Vision)
• Fully funded life, short term, and long term disability insurance
• Equity in a profitable, fast-growing company approaching $1 Billion in revenue
• Every employee has enterprise access to leading AI tools, building AI fluency as a core skill
• Monthly Wellness and Cell Phone Allowances
• Catered lunch every day and a fully stocked pantry
• Dog-friendly offices so you can bring your best friend to work
• Quarterly performance reviews for most roles, so feedback and promotion decisions don't wait
• Extra leave (bonus annual leave, sabbatical leave etc.)

We believe we’re better together. Most teams are in the office minimum 4 days per week.

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

Rokt only contacts candidates from @addresses. We never request payment, bank details, or identity documents before a written offer, and we never interview solely over chat apps. Verify any role atif you're unsure.