Customer Success Manager
Own post-implementation relationships for 20-30 accounts in a regional territory. Drive renewals, expansions, health tracking, and strategic value delivery for public safety customers using AI tools for 911 centers.
Customer Success Manager, Customer Data Platform
Manages relationships with top-tier global enterprise customers on a Customer Data Platform, driving retention, expansion, adoption, and measurable business outcomes through tailored success plans and collaboration with internal teams. Requires 3+ years in SaaS customer success with data/martech experience.
115k – 120kNew York, NYCustomer SuccessHybrid3+ YOE
About the role
Responsibilities
- 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.
Compensation
Target total compensation ranges from $160,000 - $175,000, including a fixed annual salary of $115,000 - $120,000, an employee equity plan grant, and world-class benefits.
Skills
Customer Data PlatformCdpSaaSMarTechAI ToolsAutomationAccount ManagementQBRsData-Driven Use CasesPlatform AdoptionCross-Functional Collaboration
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