Customer Success Director (Customer Data Platform)

• Rokt mParticle is looking for an experienced Customer Success Director to work with our top tier customer base which includes some of the world’s best consumer-facing brands at a global level
• You will report into the Head of GTM mParticle
• 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
• This is an individual contributor role with the potential to materialize into people leadership overtime
• An ideal CSD possesses a clear understanding of the partners’ 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
• We are an AI-first company
• We’re a team of builders
• That means the person who spots the problem is usually the person who fixes it, and “someone should build a tool for that” is treated as a volunteer sign-up sheet
• We use AI and automation tools to move faster, and expect you to figure things out when the path isn’t obvious
• If you prefer established processes and clearly defined lanes, you probably won’t like it here
• The Customer Success team uses AI as an account intelligence partner to synthesize customer activity, assess account health, and turn customer goals into measurable success plans
• AI helps CSMs identify risks and growth opportunities earlier, while CSMs apply the judgment, trust, and strategic leadership needed to strengthen relationships and drive outcomes
• AI supports the more hands-on technical side of the role as well, helping teams troubleshoot issues such as faulted integrations and get clients to answers faster
• And increasingly, AI isn’t just how we work—it’s part of what we bring to our clients
• Client Success teams demonstrate and drive adoption of AI-powered mParticle capabilities like Audience Agent, helping customers understand how they can use these tools to get more value from their data
• 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 Fortune 50, 100, and 500 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

Benefits

• Learning and development: Develop your skills and career through our global training events, self-driven learning programs, and fantastic people leaders.
• Generous PTO and extended leave: When you work hard, we know you also need to rest. We offer generous time off and extended leave policies. Whether you are taking a tenure-based sabbatical or parental leave, we’ve got you covered.
• Employee equity options: All Rokt’stars have equity ownership. If we succeed, everyone enjoys the upside.
• Catered lunches: Enjoy catered lunch five times a week and healthy snacks in the office.
• Health and wellness benefits: We provide a variety of health (physical and mental) care programs, including a zero-cost monthly premium option in the US. We also offer a monthly wellness allowance and wellness sessions.
• 401K matching: In the U.S., access generous retirement plans like a 4% dollar-for-dollar 401(k) matching plan.
• Dog-friendly office: Pets make our lives better in so many ways. At work, they create a fun and happy environment, encourage conversations, and get us up for regular exercise breaks. Our NYC office is dog-friendly!
• Global travel opportunities: Along with our global all-staff events in amazing locations, we also offer generous relocation packages if you’re interested in moving to another Rokt office.
• Hybrid workplace: Enjoy the best of both worlds with 4 days in office and 1 day remote according to our team-based flexibility model.
• Technology allowance: Each Rokt’star has an allowance to use toward buying new technology that tops up every year. As a technology company, we make sure our Rokt’stars are only using the latest and greatest equipment–and you can keep it even if you leave.- 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 experience guiding teams, mentoring others, or leading cross-functional initiatives
• 8+ years of experience in Customer Success / Account Management / Solutions Consulting in enterprise SaaS (strongly preferred experience with data, martech, CDPs, or developer-adjacent platforms)
• Excellent cross-functional collaboration skills—able to 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: 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