Global AI-Driven Customer Success Director

Rokt; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Learning and development

Generous PTO and extended leave

Employee equity options

Catered lunches

Health and wellness benefits

401K matching

Dog-friendly office

Global travel opportunities

Hybrid workplace

Technology allowance

Job summary

Rokt mParticle seeks a Customer Success Director to lead strategic partnerships with top-tier brands worldwide and report to the Head of GTM mParticle. You will guide account strategies, drive data-driven outcomes, and partner with Solutions, Sales, and Product to shape the roadmap.

The role emphasizes client retention, expansion, and satisfaction in an AI-first environment, collaborating across global teams and leveraging AI to deliver measurable value.

Qualifications

• Strong ability to understand a customer’s business strategy and translate it into data-driven success plans, platform adoption, and measurable outcomes
• Previous leadership experience is preferred, including guiding teams, mentoring others, or leading cross-functional initiatives
• 8+ years of experience in Customer Success / Account Management / Solutions Consulting in enterprise SaaS (preferably with data, martech, CDPs, or developer-adjacent platforms)
• Excellent cross-functional collaboration skills—partner effectively with Solutions, Sales, and Product to deliver outcomes and incorporate customer feedback into product direction
• Proven experience supporting high revenue, large-scale, global customers, including senior stakeholder engagement and executive-level communication
• AI-first mindset: use AI tools and automation to improve efficiency and consistency while maintaining a high customer experience

Responsibilities

• Build and maintain strong, trusted relationships with key stakeholders within strategic accounts.
• Drive expansion of data-driven use cases and upsell platform products and features.
• Collaborate with Solutions, Sales and Product to develop and execute strategic account plans.
• Track and report on customer health metrics and conduct stakeholder business reviews (QBRs).

Skills

Leadership experience

Cross-functional collaboration

Executive stakeholder engagement

AI/Automation mindset

Enterprise SaaS experience

Job description

Rokt mParticle seeks a Customer Success Director to lead strategic partnerships with top-tier brands worldwide and report to the Head of GTM mParticle. You will guide account strategies, drive data-driven outcomes, and partner with Solutions, Sales, and Product to shape the roadmap.

The role emphasizes client retention, expansion, and satisfaction in an AI-first environment, collaborating across global teams and leveraging AI to deliver measurable value.