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Salary: USD 165,000 - 220,000 / annual
Rokt mParticle, a leading real-time customer data platform (CDP) serving hundreds of global brands, is seeking an experienced Customer Success Director to manage relationships with top-tier enterprise customers including Fortune 50, 100, and 500 companies.
You will report to the Head of GTM for mParticle and serve as the primary point of contact and advocate for strategic accounts. This is an individual contributor role with potential to transition into people leadership over time. Your focus will be on strengthening and expanding customer relationships at all organizational levels, driving platform adoption, and identifying expansion opportunities.
Key responsibilities include:
- Building and maintaining trusted relationships with key stakeholders and decision-makers within strategic accounts
- Partnering with Fortune-tier customers to understand business goals and develop tailored success plans that drive measurable outcomes (e.g., reducing customer acquisition costs, increasing retention, optimizing campaign performance)
- Providing expert guidance on the mParticle platform, helping customers maximize value through use case enablement and best practices
- Collaborating with Solutions Consulting, Sales, Product, and cross-functional teams to develop and execute strategic account plans
- Tracking and reporting on customer health metrics, adoption trends, and success outcomes; leading quarterly business reviews (QBRs)
Rokt is an AI-first company with a mission to make every transaction more relevant. The Customer Success team uses AI as an account intelligence partner to synthesize customer activity, assess account health, and identify risks and growth opportunities earlier. You'll be expected to leverage AI and automation tools to improve efficiency while maintaining high customer experience standards.
Requirements:
- 8+ years of experience in Customer Success, Account Management, or Solutions Consulting in enterprise SaaS (strongly preferred: experience with data, martech, CDPs, or developer-adjacent platforms)
- Proven experience supporting high revenue, large-scale, global customers with senior stakeholder and executive-level engagement
- Strong ability to understand customer business strategy and translate it into data-driven success plans and measurable outcomes
- Excellent cross-functional collaboration skills with Solutions, Sales, and Product teams
- Previous leadership experience preferred, including guiding teams, mentoring, or leading cross-functional initiatives
- AI-first mindset: comfortable using AI tools and automation for account planning, QBR narratives, call intelligence, and operational follow-through
- Excellent communication and strategic thinking skills
