Customer Success Manager

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, Pay Pal, 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 $92,000 – $112,000 CAD, including a fixed annual salary of $73,000 – $87,000 CAD, 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.

This is a role for someone who wants to own outcomes, not manage a queue.

As a Client Success Manager on our SMB team, you'll take full ownership of a book of high-potential ecommerce merchants, and you'll be measured on two things: growing their revenue and keeping them. You'll drive expansion by finding and landing opportunities others miss, and you'll protect revenue by getting ahead of risk before it becomes churn. You'll primarily support our Shopify book, with room to work across our broader client base as you grow.

Our team works across different books of business, but we're all pointed at the same targets: expansion and retention. Same goals, same bar, one team. We move fast, we back each other, and we're trusted to run our own accounts like they're our own business.

If you're the kind of person who sees a stalled opportunity and can't help but push it forward, who'd rather own a hard problem end to end than hand it off, and who gets energy from a fast, high-growth environment, keep reading.

• Analyze account performance and health signals to identify growth opportunities, prioritize high-impact actions, and flag potential retention risks early.
• Accelerate account preparation and partner communication by synthesizing data, summarizing conversations, and developing clear, tailored recommendations.
• Automate repeatable workflows and surface patterns across the portfolio, helping the team improve risk management, merchant support, and operational efficiency at scale.

Requirements

• 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,…