Senior Customer Success Manager, Rokt Ads

We are Rokt. We are the global leader in ecommerce, on a mission to make every transaction more relevant. We’ve built our business around the Transaction Moment™, the span from cart to confirmation where customer attention and intent peak, and where more than 90% of a business's ancillary revenue potential sits untapped.

The Rokt Brain leverages advanced machine learning to determine the next best action for every customer in real time across the Rokt Network, powering 13 billion transactions a year for brands like: Live Nation, Fanatics, Macy's, AMC Theatres, PayPal, Uber, Hulu, Albertsons and more. Since 2012 we've grown from a Sydney startup, to a $3.5B company with 700+ Rokt'stars across eight offices and 15 markets, sustaining a Compound Annual Growth Rate of 40%+ for over a decade.

At Rokt, we practice transparency in career paths and compensation, which is why we have a well-defined career ladder with clear compensation and career paths based on competency and ability. 

Target total compensation ranges from $220,000 - $260,000, including a fixed annual salary of $139,000 - $170,000 (including superannuation), variable quarterly compensation, an employee equity plan grant, and world-class benefits. This is the expected range for the role. Final compensation is determined by the level assessed through the interview process and based on how your experience and skills map to our career ladder.

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

We are looking for a Customer Success Manager to own the launch-to-scale journey for our advertiser portfolio in ANZ.

About the role:

• Own the full launch-to-scale lifecycle for a portfolio of Rokt Ads advertisers, from onboarding through to sustained, scaled spend, with full accountability for the account plans and stakeholder relationships that get them there.
• Independently identify which advertisers in the launch portfolio have the highest potential to scale, and make the resourcing and prioritization calls to focus effort where it matters most.
• Build and run a disciplined account review cadence across your portfolio: track performance against ROAS/CPA and spend targets, get ahead of churn risk, and lead the performance conversations that keep advertisers on track without needing escalation.
• Own senior stakeholder relationships with advertiser marketing and performance leaders (Head of Performance, measurement leads), running high-quality business reviews that build durable trust and open the door to expansion.
• Act as the senior point of contact for your accounts: handle escalations, negotiate additional investment, and make the judgment calls a less experienced CSM would need to hand up.
• Partner with Business Development on a structured handoff from sale to onboarding, and give BD confidence that new launches will get strong post-sale ownership.
• Coordinate cross-functionally with Solutions/Analytics, Operations, and Product/Brain to remove blockers and keep execution moving without heavy oversight.
• Identify and execute expansion opportunities within your book, including additional budget, new campaigns, and new use cases.
• Build repeatable Customer Success practices and playbooks for Rokt Ads in ANZ, and help bring newer CSMs up to speed as the team grows.

Requirements

• 5+ years of experience in customer success, account management, or performance marketing, with a track record of owning senior stakeholder relationships without close supervision. Experience with performance advertisers, agencies, or adtech/martech strongly preferred.

• Demonstrated ability to take an account from early ramp to scaled, retained revenue, not just maintain an already-healthy book.
• Deep performance marketing fluency: able to lead problem-solving with sophisticated marketing teams on ROAS/CPA, incrementality/attribution, measurement design, and channel comparability, and to hold your own when challenged on methodology.
• Proven judgment in triaging a portfolio: knowing which accounts deserve investment, which need intervention, and which to deprioritize, and acting on that without waiting for direction.
• Strong executive presence: able to run high-stakes business reviews, negotiate additional investment, and manage performance or churn-risk conversations directly with senior client stakeholders.
• Comfortable operating with a builder mindset: creating scalable account practices and playbooks rather than working purely within existing process.
• Experience partnering cross-functionally across Sales/BD, Solutions, Analytics, and Product to unblock execution.
• Willingness to be in the Sydney office at least 4 days per week.
  

About Rokt'stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better.

Benefits

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Become a shareholder. Every Rokt'star gets equity in the company
• Every employee has enterprise access to leading AI tools (Claude, ChatGPT, Gemini, Replit, etc) building AI fluency as a core skill, not a side project
• Enjoy catered lunch every day and healthy snacks in the office.
• Extra leave (bonus annual leave, sabbatical leave etc.)
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London
• We believe we're better together. We love spending time together and are in the office most days (teams are in the office minimum 4 days per week)
  

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal 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.

If this sounds like a role you'd enjoy, apply here, and you'll hear from our recruiting team.