mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world’s leading companies.

We are Rokt, a hyper-growth ecommerce leader. We enable companies to increase value by unlocking real-time relevancy in the moment that matters most, when customers are buying. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions connecting 400 million customers across the world’s leading companies. In January 2025, Rokt’s valuation increased to $3.5 billion USD, allowing us to expand rapidly across 15 countries.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Technical Customer Success Manager

Compensation: $130,000 - $150,000 Base + Target Variable, employee equity plan grant & world class benefits.

If you are a Technical Customer Success Manager with a passion for making our customers successful as a trusted advisor and voice of the customer, we invite you to apply! Through a strong partnership with key stakeholders, the TCSM possesses a clear understanding of the customer’s organization, business strategy, architecture and technical workflows. They’re comfortable providing solutions that support our customers’ strategic objectives, and guiding customers on how solutions should be instrumented based on technical best practices.They’re consistently operating with an outcome-first mindset, understanding customer challenges at the deepest level and connecting the dots between customers’ desired outcomes and mParticle’s product capabilities.

The is a highly collaborative individual who works closely with mParticle’s Professional Services, Sales & Product teams to provide client feedback and influence our product roadmap. Success in this role is defined by client adoption, retention and satisfaction.

About the role:

• Act as primary point of contact for mParticle’s clients and serve as a trusted consultant to optimize and expand value delivered through the mParticle platform.
• Apply in-depth knowledge of the customer’s business, the mParticle product solution, and technical expertise to drive and increase adoption of mParticle’s feature set
• Manage the client partnership experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value.
• Own customers' evolving technical roadmap for the mParticle platform to ensure account's technical health and ongoing success
• Act as owner and point of escalation for mParticle platform issues, working across internal teams to facilitate a timely resolution for customers.
• Serve as the voice of the customer within mParticle, connecting cross-functionally to address feedback and share customer context. Collaborate across mParticle product, engineering, sales, and client services functions in orchestrating solutions to customers' use cases.
• Maintain a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests.
• Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.