Strategic Customer Success Manager

Role

mParticle is looking for an experienced Strategic Customer Success Manager to work with our top tier global customer base that includes some of the world’s best consumer-facing brands at a global level. Our Customer Success team is tasked with strengthening and expanding our relationships at all levels of the client organization. The candidate qualified for this role has proven experience supporting high revenue, large scale customers, on a global level. 

The Strategic CSM 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 and up-sells platform products and features. In order to do so, the CSM should possess the ability to understand a customer’s business needs & articulate the value of an enterprise platform to collect and connect data for consumer-focused initiatives. 

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

Responsibilities

• 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, marketing strategies and growth drivers to create ongoing plans for achievement.
• Understand client organizational structures and interface at all levels to drive maximum adoption.
• Manage the client partnership experience from onboarding onward. Lead customer engagements including strategy sessions, training, and formal QBR meetings to provide ongoing value.
• Maintain a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests.
• Exec level management both internally with mParticle stakeholders and externally with client executives  

Desired Experience

• Minimum of 8 years customer-facing experience and minimum of 3 years supporting a global customer portfolio 
• Proven experience supporting customers on an enterprise level solution
• Proven track record in a consulting role and customer-facing environment. Ability to leverage your business acumen to assess client needs and drive adoption.
• Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing.
• Ability to set and execute on priorities within a fun and fast-paced environment.
• Expertise in leading meetings with strong presentation skills.
• Excellent collaborator, with the ability to engage across multiple teams to drive an outcome.
• Desire to be a key player within a strong team focused on exceeding client expectations.

What’s in it for you:

• 100% company paid health care (medical, dental, vision) for employees enrolled in our baseline plan with affordable cost sharing options for your dependents. We make certain you’re protected, have the options you need for care, and that it’s affordable for all. 
• If you’re enrolled in our high deductible plan, we fully cover your deductible through annual Health Savings Account contributions which are yours to keep. This is for both individuals and for those with dependents.
• A truly flexible work environment with unlimited vacation, 11 paid company holidays, and quarterly mental health reboot days. This also includes a hybrid work model that provides you the opportunity to design your work in ways that support you and your family.
• Free mental health coverage through our partnership with Modern Health which provides you and your dependents with unlimited counseling sessions - all at no cost to you.
• An ownership culture where everyone receives stock options and can fully participate in mParticle’s success.
• Parental leave for maternity (12 paid weeks) and parental leave for the supporting parent (6 paid weeks) and real encouragement to take that time to bond as a family.
• Generous wellness programs, learning and development opportunities, pet insurance for our furry family members, and so much more! 
• Here at mParticle we embrace the differences that make us unique. We are dedicated to building an inclusive environment that fosters respect and celebrates an array of backgrounds and perspectives.

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 m