Customer Success Manager

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.  

THE ROLE  

As a CSM, you will serve as a strategic advisor and primary point of contact for a portfolio of clients. You will partner with marketing teams to develop effective customer engagement strategies, drive adoption of our platform, and ensure clients achieve measurable business outcomes. You will work with sophisticated marketing teams using data driven segmentation, lifecycle programs, and omnichannel engagement strategies to drive measurable customer growth.

This role owns retention and revenue growth within an assigned book of business, identifying opportunities to expand platform usage and helping clients unlock new value from our solutions.

The ideal candidate combines strong client relationship skills with hands on experience in digital marketing, lifecycle marketing, or marketing automation platforms.

RESPONSIBILITIES

Own client success and growth

• Manage a portfolio of client relationships and act as their trusted strategic advisor.
• Own retention, renewals, and expansion opportunities within your book of business.
• Identify opportunities to increase platform adoption, expand channel usage, and drive revenue growth.

Lead strategic client engagement

• Partner with clients to develop and execute data driven marketing strategies across email, SMS, and other addressable channels.
• Guide clients in building customer journeys, lifecycle marketing programs, and campaign strategies.
• Lead regular client meetings including Quarterly Business Reviews (QBRs) focused on performance, growth opportunities, and marketing strategy.

Drive cross-functional execution

• Lead collaboration across Solutions Consulting, Product, Operations, and Support to ensure successful delivery of client initiatives.
• Coordinate internal teams to deliver scoped services with a focus on quality, efficiency, and outcomes.
• Translate client goals into clear requirements and actionable plans for internal teams.

Champion the platform

• Drive adoption of new features and capabilities.
• Educate clients on platform best practices and emerging marketing trends.
• Provide feedback to Product and internal teams based on client insights.

Manage operational success

• Oversee client billing, budgeting, and forecasting processes as needed.
• Ensure timely follow-up and resolution of client issues in partnership with internal teams.

What Success Looks Like

• Clients view you as a trusted advisor and strategic partner.
• High customer satisfaction and NPS across your portfolio.
• Strong retention and renewal rates.
• Consistent expansion through upsell and cross-sell opportunities.
• Increasing platform adoption and feature utilization.

REQUIREMENTS  

• Bachelor’s degree in Marketing, Business, or a related field.
• 3–5 years of experience in Customer Success, Account Management, or digital marketing.
• Experience working with email and digital marketing programs.
• Experience with marketing automation or ESP platforms.
• Familiarity with customer journey development and lifecycle marketing strategies.
• Experience managing multi-channel or omnichannel marketing campaigns.
• Excellent communication and relationship management skills.
• Strong organizational and presentation skills.
• Proficiency with Excel, PowerPoint, and Word.

This is a remote role based out of the United States.  

 BENEFITS & PERKS   

• Flexible PTO   
• Excellent medical, dental, and vision coverage   
• Employee Equity and Stock Purchase Plan   
• Employee Discounts, Virtual Wellness Classes, and Pet Insurance   

SALARY RANGE   

The salary range for this role is $90,000-$100,000 depending on location and experience.    

PEOPLE & CULTURE AT ZETA   

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here: https://zetaglobal.com/blog/a-look-into-zetas-ergs/

ZETA IN THE NEWS!

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