Enterprise Customer Success Manager - New York
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. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.
We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell.This economic edge unleashes a world of possibilities for growth and innovation.
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 an Enterprise Customer Success Manager
Target total compensation ranges from $214,000 - $234,000, including a fixed annual salary of $130,000 - $150,000 (with superannuation for AU roles), an employee equity plan grant, and world-class benefits.
Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.
If you are a Customer Success Manager with a passion for making your customers successful as a trusted technical and business advisor and voice of the customer, we invite you to apply! Through a strong partnership with key stakeholders, the Enterprise CSM possesses a clear understanding of the customer’s organization, business strategy, architecture and technical workflows.They’re comfortable providing solutions that support our customers’ strategic objectives, and guiding customers on how solutions should be instrumented based on technical best practices.They’re consistently operating with an outcome-first mindset, understanding customer challenges at the deepest level and connecting the dots between customers’ desired outcomes and mParticle’s product capabilities.
The is a highly collaborative individual who works closely with mParticle’s Professional Services, Sales & Product teams to provide client feedback and influence our product roadmap. Success in this role is defined by client adoption, retention and satisfaction.
About the role:
- Act as primary point of contact for mParticle’s clients and serve as a trusted consultant to optimize and expand value delivered through the mParticle platform.
- Apply in-depth knowledge of the customer’s business, the mParticle product solution, and technical expertise to drive and increase adoption of mParticle’s feature set
- Manage the client partnership experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value.
- Own customers' evolving technical roadmap for the mParticle platform to ensure account's technical health and ongoing success
- Act as owner and point of escalation for mParticle platform issues, working across internal teams to facilitate a timely resolution for customers.
- Serve as the voice of the customer within mParticle, connecting cross-functionally to address feedback and share customer context. Collaborate across mParticle product, engineering, sales, and client services functions in orchestrating solutions to customers' use cases.
- Maintain a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests.
- Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.
Requirements
About you:
- 5+ years of experience in a customer-facing role that is technical - Technical CSM, Technical Account Management (TAM), Professional Services, Sales/Solutions Engineering
- Technical exposure to SDK's and API's
- Extensive experience providing data driven solutions to enterprise customers
- Proven track record in a consulting role and customer-facing environment. Ability to leverage your business acumen to assess client needs, connect needs to product capabilities and drive adoption.
- Ability to break down technical concepts for a wide audience of different stakeholders with a varying degree of technical aptitude.
- Ability to set and execute on priorities within a fun and fast-paced environment.
- Expertise in leading meetings with strong presentation skills.
- Excellent collaborator, with the ability to engage across multiple teams to drive an outcome.
- Desire to be a key player within a strong team focused on exceeding client expectations.
- Location: Willing to commute to the NYC Office, with hybrid work (4 days/week in-office).
- Travel: Willing to travel up to 25% for client meetings.
Benefits
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:
- All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
- Become a shareholder. Every Rokt’star gets equity in the company
- 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 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