Customer Success Manager, Rokt
£80-97.5k
OTE
£60-70k
BASE
+ Variable + Equity Plan Grant
4+ days a week in office
eCommerce technology & software solutions
Be an early applicant
eCommerce technology & software solutions
501-1000 employees
Be an early applicant
£80-97.5k
OTE
£60-70k
BASE
+ Variable + Equity Plan Grant
4+ days a week in office
501-1000 employees
Company mission
To make eCommerce smarter, faster, and better.
Role
Who you are
- If you are passionate about helping clients succeed, love solving business challenges with innovative tech, and want to directly influence client growth, this opportunity is for you
- Experienced: You have 2-4 years of experience in customer success, account management, or client-facing roles for SaaS platforms, preferably in martech, data, or related fields
- Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities
- Strategic Problem Solver: You approach client challenges with first-principles thinking and creativity. You enjoy using data and insights to craft tailored solutions that drive results
- Adaptable & Tech-Savvy: You’re excited to use AI and the latest tools to enhance customer experiences. You quickly learn new technologies and apply them to improve outcomes for clients
- Proactive & Accountable: You take initiative to identify what needs to be done for your clients without waiting to be asked. You own your accounts and projects, always delivering on your promises
- Collaborative Communicator: You excel at working cross-functionally and can rally teams around client goals. You communicate clearly, translating complex data or tech talk into actionable advice for any
What the job involves
- Become the trusted advisor who propels our clients to new heights as a Customer Success Manager at mParticle by Rokt
- In this role, you’ll blend relationship management with cutting-edge AI insights to drive long-term client growth and satisfaction
- You’ll take charge of key client partnerships, ensuring they maximize the value of Rokt’s platform through strategic guidance and data-driven marketing initiatives
- Own Client Relationships: Serve as the primary point of contact for a portfolio of mParticle clients, and as a secondary point of contact for larger strategic accounts under the guidance of a Strategic Customer Success Manager
- Build deep, positive relationships and become a trusted partner who understands each client's goals and challenges
- Drive Client Growth: Work with a Strategic CSM and account pod to develop and execute strategic plans for each account to increase engagement and revenue
- Identify upsell or cross-sell opportunities and present solutions that help clients achieve even greater success
- Leverage AI & Data: Use AI-powered tools and analytics to gain actionable insights on client behavior and campaign performance
- Continuously optimize campaigns and recommendations based on data, ensuring clients get the best results
- Champion the Client Internally: Collaborate with product, engineering, and marketing teams to advocate for your clients’ needs
- Make sure client feedback leads to improvements in our products and offerings
- Deliver Impactful Results: Track key success metrics (ROI, conversion, growth rates) for your clients
- Regularly report on outcomes and proactively address issues, keeping clients happy and confident in mParticle by Rokt’s value
- Conduct Regular Reviews: Lead and collaborate on quarterly business reviews (QBRs) for clients to highlight achievements, align on future goals, and showcase the value delivered by mParticle
Salary benchmarks
Our take
eCommerce marketing company Rokt is helping brands leverage the power of good timing. With Rokt, brands can present their customers with AI-curated offers and messages at every stage in their transaction, at tailored times of the day, or to market themselves at the point of transaction on other major eCommerce sites.
The idea is that “transaction moments” are when shoppers are most inclined to engage further with the brand or its products - the success of Rokt’s clients, and the runaway success of Rokt itself, show that it's successfully cracked it.
Rokt has a strong client base that includes giants like Groupon, GoDaddy, and Disney, and after hitting Unicorn status, it is eyeing up a US IPO. This should come as no surprise - the surge in eCommerce trade over recent years has led to most companies investing in tools to stay competitive.
Rokt has expanded its tool suite since it first started up, and will be focused on continuing to innovate to keep ahead of the MarTech pack, and abreast of changing demand in the rapidly shifting market. The eCommerce marketing tech sector has ballooned to a $120B global operation - Rokt is positioned comfortably to keep ahead.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2021
$325m
SERIES E
Oct 2020
$80m
SERIES D
Total funding: $488.5m
Company benefits
- Interest groups, sports clubs, and social events
- Global training events & online training courses
- Stock options
- Global all-staff events in amazing locations (Phuket, Thailand in January 2020)
- Generous relocation packages
- Generous time off
- Parental leave
- Mental health and wellness days
- Paid Sabbatical for employees who have been with us 3 years or more
- £55 per month social/wellness allowance, 6 sessions with a licensed therapist, 6 coaching sessions and other mental health perks
- Gym membership
- Premium health insurance
- £25 per month telephone allowance
Company HQ
Hudson Square, New York, NY
Leadership
Bruce Buchanan
(CEO)Previously a Principal at Boston Consulting Group, before serving as Chief Commercial Officer, then Group Chief Executive Officer at Jetstar Airways.
Justin Viles
(Advisor)Previously worked on strategic partnerships in the APAC region for Google, before moving on to co-found and serve as CEO at Rocklive.
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