Strategic Customer Success Manager, Customer Data Platform (CDP)

Rokt; New York (NY); On-site; USD 134,000 - 165,000; Full time

Benefits offered by this job

Equity in company

Access to AI tools

Catered lunch

401K matching plan

Fully funded health insurance

Dog-friendly office

Extra leave

Job summary

Dormont Manufacturing Co is looking for an experienced Strategic Customer Success Manager to enhance relationships with top-tier clients globally. The ideal candidate will guide customers through maximizing the mParticle platform benefits and ensure high retention and satisfaction rates.

This role requires 6+ years of experience in Customer Success, demonstrating strong engagement with senior stakeholders. Benefits include equity, AI tool access, catered lunches, and comprehensive health insurance.

Qualifications

• 6+ years of experience in Customer Success, Account Management or Solutions Consulting.
• Experience with enterprise SaaS, particularly data and martech products.
• Ability to engage senior stakeholders and communicate at executive levels.

Responsibilities

• Build and maintain trusted relationships with key stakeholders.
• Develop tailored success plans to drive measurable outcomes.
• Provide guidance on maximizing platform value and best practices.
• Collaborate with internal teams to align on account plans.
• Report on customer health metrics and lead business reviews.

Skills

Customer Success

Account Management

Solutions Consulting

Cross-functional Collaboration

AI Tools Utilization

Job description

Strategic Customer Success Manager, Customer Data Platform (CDP)

Target Total Compensation

From $221,000 - $262,000, including a fixed annual salary of $134,000 - $165,000, an employee equity plan grant, variable compensation, and world‑class benefits.

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 partner’s 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.

About the Role

• 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.

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.

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 and 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.

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.