Strategic Customer Success Manager, Customer Data Platform (CDP)

The Customer Success team uses AI as an account intelligence partner to synthesize customer activity, assess account health, and turn customer goals into measurable success plans. AI helps CSMs identify risks and growth opportunities earlier, while CSMs apply the judgment, trust, and strategic leadership needed to strengthen relationships and drive outcomes.

AI supports the more hands-on technical side of the role as well, helping teams troubleshoot issues such as faulted integrations and get clients to answers faster. And increasingly, AI isn't just how we work—it's part of what we bring to our clients. Client Success teams demonstrate and drive adoption of AI-powered mParticle capabilities like Audience Agent, helping customers understand how they can use these tools to get more value from their data.

• 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.

• 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.

We move fast and decide with incomplete information, because a good decision this week can lead to a perfect one next quarter. We work as one team, which means the best idea wins regardless of who raised it or what level they are. We hire people who are brilliant and humble and who are obsessed with making the customer successful.