Customer Success Manager

• You own the outcome. You take initiative without waiting to be asked, and you drive things to be done rather than handing off the hard part. When something's yours, you close the loop.
• You have a bias for action. You move quickly, unblock yourself, and make progress in ambiguity instead of waiting for perfect clarity.
• You use data to decide. You're comfortable digging into performance numbers to find opportunities, prioritize your book, and back your recommendations with evidence, not opinion.
• You build trust fast. You communicate clearly and credibly, and you can translate complex data into advice any partner can act on.
• You're smart with humility. You leave your ego at the door, work as a team, and play the ball, not the person.
• You want the pace. A fast-moving, high-growth environment where priorities shift and you're trusted to run is where you do your best work, not where you burn out.

Experience: 1+ years in client success, account management, customer success, merchant success, customer support, business development or a similar client-facing role, ideally in ecommerce, SaaS, ad-tech, or another high-growth environment. Experience with Shopify or the post-purchase / conversion space is a bonus, not a requirement. You don't need to check every box, if you recognize yourself in the ownership and drive above, we want to hear from you.

• A book of partner accounts, end to end. You're the person your partners trust, and the one accountable for whether they grow and stay. You set the plan, run the relationship, and drive the outcomes.
• Expansion. You'll find revenue opportunities across our product suite, build the case, and close them. Some you'll drive yourself start to finish; some you'll land with the team. Either way, you own moving them forward.
• Retention and risk. You'll monitor account health, catch the early signals others miss, and act before a problem compounds into a churn. Protecting revenue is as much the job as growing it.
• The partner conversation. From optimization reviews to performance check-ins, you'll run sharp, data-backed conversations that change the trajectory of an account.
• Cross-functional orchestration. You'll pull in Sales, Product, Design, and technical teams to unblock your partners and get things done, and you'll make sure their feedback improves what we build.

• You know your book. who's growing, who's at risk, where the next opportunity is, without being asked.
• You've landed expansion revenue you drove yourself, not just handled what came to you.
• You've caught at least one account heading toward risk and turned it around before it churned.
• Your partners see you as the reason they're getting more from Rokt, and your teammates see you as someone who owns their work all the way to done.