At a Glance
- Tasks: Lead the launch-to-scale journey for Rokt Ads advertisers and build strong stakeholder relationships.
- Company: Join Rokt, a $3.5B global leader in ecommerce innovation.
- Benefits: Competitive salary, equity plan, and world-class benefits with clear career paths.
- Other info: Dynamic, mission-driven team culture with opportunities for growth and learning.
- Why this job: Make a real impact in ecommerce while working with top brands like PayPal and Uber.
- Qualifications: 5+ years in customer success or performance marketing with strong stakeholder management skills.
We are Rokt, the global leader in ecommerce, on a mission to make every transaction more relevant. We've built our business around the Transaction Moment™, 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.
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, 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.
Qualifications
- 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.
- 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.
Senior Customer Success Manager in Sydney employer: Rokt
At Rokt, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters transparency and growth. With a strong focus on employee development, our well-defined career paths and competitive compensation packages ensure that every Rokt'star can thrive in their role while contributing to our mission of making ecommerce more relevant. Located in Sydney, our office environment encourages collaboration and innovation, making it an exciting place for professionals looking to make a meaningful impact in the industry.
