Director of Customer Success

Unlock your inner voice. The one that knows you can do it. The one to listen to more. Unlock that desire you’ve always had to achieve something bigger. Take the leap. Join a team of diverse individuals who thrive by conquering new frontiers and working in different ways. Learn, grow, and then learn some more in a hyper-growth environment. Develop your voice, your ideas, your ability to help others. People at Rokt aren't inspired by job titles, they are inspired by other people. Unleash all the possibilities. At Rokt, you’ll unlock your full potential.

About Rokt

Rokt is the global leader in ecommerce technology. We unlock revenue for companies by using AI and machine learning to present highly relevant offers to each shopper, personalizing the online shopping experience and maximizing the value of each transaction moment. Uber, Live Nation, AMC Theatres, PayPal, Hulu, Staples, Lands’ End, GoPuff, HelloFresh are among the more than 2,500 leading global businesses and advertisers relying on Rokt’s technology to increase engagement, revenue and customer acquisition. 

With our December 2022 secondary transaction, Rokt’s valuation increased to $2.4 billion. We are expanding rapidly and operating in 15 countries across North America, Europe and Asia-Pacific with the largest office in NYC and a major R&D hub in Sydney. With consistent hyper growth ahead of the market and a vibrant company culture, Rokt has been listed in ‘Great Places to Work’ in the US and Australia. 

About Rokt’stars

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock the full potential 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. 

Requirements

About the role

The role of Director of Customer Success is suited to a candidate who is wishing to build a successful career in Sales and Account Management, in a company with unlimited growth potential. You will ideally have 4-5+ years Sales and/or Account Management experience in digital marketing / eCommerce. You have managed a high performing team for at least 2+ years and have been deeply involved in team development and engagement. Experience in other media business is welcomed. We are looking for active contributors who are dynamic and have a positive can-do attitude. This high achiever will contribute to the Rokt Sales effort, working alongside our team of Account Managers and Business Development Managers in providing Rokt's solutions to digital advertising teams (media, search, and DM), to help achieve revenue targets and customer marketing objectives. Contributing to all aspects of client planning and development, the core purpose of this role is to deliver increased returns for our customers. Success metrics are increased engagement scores, stronger conversions and increased quarterly revenue commitments. This commitment to client outcomes will deliver higher retention rates across the SAM portfolio and across the business. This role will provide the successful candidate with professional growth, with a real opportunity for career progression as the company expands globally.

About the role

The role of Director of Customer Success is suited to a candidate who is wishing to build a successful career in Sales and Account Management, in a company with unlimited growth potential. You will ideally have 5+ years Sales and/or Account Management experience in digital marketing / eCommerce. You have managed a high performing team for at least 2+ years and have been deeply involved in team development and engagement. Experience in other media business is welcomed. We are looking for active contributors who are dynamic and have a positive can-do attitude. This high achiever will contribute to the Rokt Sales effort, working alongside our team of Account Managers and Business Development Managers in providing Rokt's solutions to digital advertising teams (media, search, and DM), to help achieve revenue targets and customer marketing objectives. Contributing to all aspects of client planning and development, the core purpose of this role is to deliver increased returns for our customers. Success metrics are increased engagement scores, stronger conversions and increased quarterly revenue commitments. This commitment to client outcomes will deliver higher retention rates across the SAM portfolio and across the business. This role will provide the successful candidate with professional growth, with a real opportunity for career progression as the company expands globally.

Outcomes & responsibilities

• Mastering the functionality of the Rokt platform, and utilizing the insights and data to optimize campaigns across your portfolio to deliver on individual and client KPIs.
• Work alongside our sales team to uncover marketing goals and identify relevant Rokt Solutions for leading Global, Regional and National businesses.
• Create and manage an effective team relationship between all relevant stakeholders
• Support the broader team in new business growth and the ownership of client strategy and ongoing strategic account recommendations to drive client return
• Tactical account planning and relationship building
• Developing relevant marketing reports and client-facing account proposals with the support of cross-functional teams
• Build and maintain strong direct client relationships and with designated media agencies
• Monthly and quarterly revenue forecasting and account plans
• Direct manager of high performing teams

This is a hands-on role in an exciting, fast-paced environment.
Capabilties & Requirements

You Are:

• Proven: You have a Bachelor's degree & 5+ years experience in a client-facing account management role across digital media, marketing or digital sales with 3+ years in delivering exceptional customer experience. You are a team leader/manager with at least 2+ years of experience
• Polished: You will have significant exposure to customers and industry partners alike. As such, you must project the professional image of the company both internally and externally. You are an effective communicator and ensure all communication, both external and internal, reflects the company culture.
• Dedicated: You can reject setbacks and enthusiastically persist until ambitious goals are achieved. You are resourceful and innovative at tackling complex challenges in a timely matter.
• Strategic: You are a strong, analytical problem solver with a common sense and practical solutions orientation.
• Communicative: You keep others in the company informed and up to date on your priorities, current tasks and work completed. You are consistently looking for ways to improve yourself professionally and you encourage constructive criticism of your work.
• Accountable: Candidate should be a results-oriented team player who leads by example, holds self-accountable for performance, takes absolute ownership, and champions all aspects of customer and product initiatives
• Customer Orientated: Candidate will demonstrate passionate commitment to the customer and to product quality. Champions the product and the customer's needs and implements a model of continuous improvement in both company goals and project-related task.

• Exceptional understanding of core online and digital technologies
• Highly proficient in Word, Excel, PowerPoint, Google Docs, Online CRM tools (E.g. Salesforce/Hubspot) and analytics software such as Tableau
• Excellent written and verbal communication skills in English

Benefits

• Work with the greatest talent in tech. Our recruitment process is tough but diligent. We’re constantly aiming to implement our value of “raise the bar” and set high standards for our Rokt’stars. This is essential in our high-performing, high-grow culture where we strive to bring in the brightest and best talent. Our teams thrive by challenging the status quo and we encourage all of our teams to unlock their desire to achieve something bigger.
• Join a community. At Rokt we’re a community of curious explorers. We’re not afraid of venturing into uncharted territories. We work together as one single, aligned team. We value diversity and transparency which is why we support a number of internal employee resource groups including an EDI steering committee, Rainbow Rokts that empowers our LGBTQIA+ Rokt’stars, and Womxn who Rokt that promotes gender equality in tech. 
• Accelerate your career. We want you to unlock your full potential. This is why we have an annual ‘Level Up’ allowance of $5,000 that gives Rokt’stars the ability to take courses, attend events, go to training, and more to help our great employees become even better. 
• Take a break. When you work hard, we know you also need to rest. We offer generous time off and parental leave policies, as well as mental health and wellness days for all employees. We even incentivize individuals to utilize their PTO with “High 5” days, an additional 5 days of PTO when you’ve used 75% of your allotted annual paid leave. We also offer a paid Rokt’star Sabbatical for employees who have been with us for 5 years or more.
• Become a shareholder. All Rokt’stars have stock options. If we succeed, everyone is rewarded. 
• See the world! We want our Rokt’stars to enjoy the ride. As we aim to bring meaning and fun to our everyday work, we host global all-staff events in amazing locations (Phuket, Thailand in January 2020, Hawaii in May 2022, and Whistler in 2023). As we strive to build a community of curious explorers, we also offer generous relocation packages for those interested in moving to another Rokt office. We have bustling offices in great cities including: New York,Seattle, Sydney, London, and Tokyo. 
• We believe we’re better together. We love spending time together and are in the office most days (all teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.
• Stay happy and healthy. In order to unleash our potential, we want to ensure you’re able to keep your wellbeing a priority. This means you can enjoy a well-balanced, catered lunch 5x a week in the office along with healthy snacks. We also want you to feel at home when coming into work which is why we’re a dog-friendly office so you can bring your furry friend to work with you. As part of your wellbeing benefits, we offer a wellness stipend so you can enjoy the gym on us. In the US, access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance for your entire family!
• We believe in equality. Rokt is an Equal Opportunity Employer and we know our collective strength comes from how different we all are. We encourage you to apply for one of our open roles—irrespective of socio-economic status or background, age, gender identity, race, religion, sexual orientation, color, pregnancy, carer/family responsibilities, national and social origin, political opinion, marital, veteran, or disability status.