Customer Success Manager, mParticle EMEA

We are looking for a Customer Success Manager for mParticle by Rokt.

mParticle is looking for an experienced 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.

A strong CSM 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 upsells 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

• 3+ 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

Target total compensation ranges from $76,000 - $119,000 including a fixed annual salary of $62,000 - $87,000, an employee equity plan grant, variable cash, and world class benefits.

• Become a shareholder. Every Rokt'star gets equity in the company.
• 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.