Strategic Customer Success Manager, Customer Data Platform (CDP)
Strategic Customer Success Manager responsible for managing high-value global enterprise accounts on the mParticle CDP platform, driving retention, expansion, and platform adoption through tailored success plans and executive-level engagement.
About the job
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
- 6+ 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 & Benefits
- Target total compensation ranges from $221,000 - $262,000, including a fixed annual salary of $134,000 - $165,000, employee equity plan grant, variable compensation, and world-class benefits.
- Become a shareholder with equity in the company.
- Enterprise access to leading AI tools (Claude, ChatGPT, Gemini, Replit, etc.).
- Catered lunch every day, healthy snacks, and gym access.
- 4% dollar-for-dollar 401K matching and fully funded premium health insurance.
- Dog-friendly office, extra leave (bonus annual leave, sabbatical leave), and offices in New York, Seattle, Sydney, Tokyo, and London.
Skills
Customer Success, Account Management, Solutions Consulting, Enterprise Saas, Cdp, MarTech, Data Platforms, Stakeholder Management, QBRs, AI Tools
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