About mParticle:

mParticle is the leading independent customer data platform.  We are focused on the infrastructure layer of a Company’s growth stack.  Developers, engineers, product managers and marketers choose mParticle to simplify the flow of customer data between systems and applications, breaking down data silos and improving customer experiences.  We work with big players and small, fueling the customer success of brands like Starbucks, NBC Universal, Spotify and Airbnb.

Recognized as one of Crain’s 100 Best Places to Work in New York City and one of  Wealthfront Career Launching companies of 2021!

mParticle is looking for a motivated, hardworking Customer Success Manager (CSM) to work with our rapidly growing customer base that includes some of the world’s best consumer-facing brands. Our Customer Success team is tasked with strengthening and developing our relationships at all levels of the client organization.

The Customer Success Manager possesses a clear understanding of the partners' organization and their overall business strategy, and has frequent dialogue with key stakeholders. The CSM drives expansion of data-driven use cases by identifying new avenues for value across our customers’ organizations. In order to do so, the CSM should be able to  understand a customer’s business needs & articulate the value of an enterprise platform to collect and connect data for consumer-focused initiatives. To support this, the CSM will  have experience understanding basic technical processes, and the ability to easily collect and articulate technical value and documentation for customers. 

The CSM is a highly collaborative individual who works cross-functionally as the advocate and voice of the customer, providing client feedback and influencing our product roadmap. Success in this role is defined by client adoption, retention and satisfaction. 

What you’ll be doing:

• Act as primary business point of contact for mParticle’s clients and serve as a trusted consultant to optimize and expand use cases through the mParticle platform.
• Understand and assess client requirements, use cases and growth drivers to build  ongoing plans for achievement.
• Understand client organizational structures and interface across  levels to drive maximum adoption and expansion.
• Understand basic technical aspects of the mParticle CDP and customers’ implementations and technical stacks.
• Manage the client partnership experience from onboarding onward. Lead customer engagements including strategy sessions, trainings, and formal QBR meetings to provide ongoing value.
• Own commercial relationship, including renewals and upsells, enabling  mParticle utilization and value. 
• Maintain a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests.
• Proactively analyze your customer portfolio to assess risks and opportunities, and build  success strategies accordingly.

What we’re looking for:

• Minimum 3 years customer-facing experience. Project management or customer support in a technical environment is strongly preferred.
• Proven track record in a consulting role, with an ability to demonstrate  your eye for business to assess client needs and drive adoption.
• Experience in driving value across technologically sophisticated accounts in a fast-paced SaaS environment
• A fervor  for technology with a curiosity to continuously learn about technical concepts.
• Strong communication skills internally and externally, with an expertise leading meetings and delivering presentations.
• Excellent collaborator, with a dedication to partnering cross-functionally (Product, Marketing, Sales, Technical Services) to drive an outcome.
• Dedication to Customer Success, with a desire to be a key player within a strong team that is passionate about  exceeding client expectations.
• Experience working with customer facing team tooling and software (Salesforce, Gainsight, Catalyst, JIRA, etc.)

What’s in it for you:

• 100% company paid health care plans (medical, dental, vision) for employees.  75% paid for dependents
• Flexible work environment with unlimited vacation, 15 company holidays, and quarterly mental reboot days
• Employer funded HRA/HSAs, Stock options, Wellness Programs, Commuter Benefits, Learning and Development opportunities, paid maternity/parental leave, pet insurance…and so much more!

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.