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Salary: CAD 92,000 - 112,000 / annual
Rokt is the global leader in ecommerce optimization, powering 13 billion transactions annually for major brands like PayPal, Uber, Hulu, and Fanatics. The company has grown from a Sydney startup to a $3.5B organization with 700+ employees across eight offices and 15 markets, maintaining 40%+ compound annual growth.
As a Customer Success Manager on the SMB team, you will own a book of high-potential ecommerce merchants and drive two core outcomes: growing their revenue and ensuring retention. You'll take full ownership of accounts, primarily supporting the Shopify merchant base, with opportunities to expand across the broader client portfolio as you develop.
Your responsibilities include identifying and landing expansion opportunities across the product suite, monitoring account health to catch early churn signals, running data-backed optimization reviews and performance check-ins, and orchestrating cross-functional support from Sales, Product, Design, and technical teams. You'll use AI tools to analyze account performance, synthesize data, identify growth opportunities, and automate workflows to improve efficiency at scale.
The role requires 1+ years in client success, account management, customer success, merchant success, customer support, or business development—ideally in ecommerce, SaaS, ad-tech, or high-growth environments. Experience with Shopify or post-purchase/conversion optimization is a bonus. You should be ownership-driven, bias toward action, data-informed in decision-making, able to build trust quickly, and energized by fast-moving, high-growth environments.
Success in the first six months means knowing your book intimately, identifying growth and retention opportunities, running effective partner conversations, and establishing yourself as a trusted advisor. The company practices transparent compensation and career paths based on competency.
