Senior Customer Success Manager

About the role

We are seeking an experienced Senior Customer Success Manager who is passionate about delivering measurable results and building strong, strategic partnerships with clients. This role involves managing a diverse portfolio of clients, acting as their primary point of contact, and providing both day-to-day support and strategic guidance to help clients achieve their marketing and business objectives. You will be responsible for ensuring client satisfaction, optimizing campaign performance, and identifying opportunities for account growth. The ideal candidate will have a deep understanding of digital marketing, excellent communication skills, and a proactive approach to client management. This position offers the opportunity to work closely with internal teams to deliver innovative solutions, foster long-term relationships, and contribute to the overall success of Zeta Global's client portfolio.

Key facts

What you'll do

• Develop and nurture strong relationships with clients, acting as their trusted advisor and main point of contact for all campaign-related activities.
• Manage a portfolio of clients, ensuring their needs are met and their expectations are exceeded through proactive communication and strategic planning.
• Create tailored growth plans for each client, identifying opportunities for upselling, cross-selling, and account expansion to maximize revenue and client satisfaction.
• Collaborate with internal teams, including marketing, data analytics, and product specialists, to deliver seamless campaign execution and support.
• Use your knowledge of Zeta's services, industry trends, and client objectives to formulate strategic recommendations that improve campaign performance and ROI.
• Monitor key performance indicators (KPIs) regularly, analyzing campaign data to identify areas for optimization and providing actionable insights to clients.
• Lead regular client meetings, including onboarding sessions, quarterly reviews, and strategic planning discussions, ensuring all action items are documented and followed up on.
• Assist clients in understanding complex data and analytics, translating technical insights into clear, actionable recommendations.
• Stay informed about new features, products, and industry best practices to continuously enhance your ability to serve clients effectively.
• Facilitate training sessions or workshops for clients to maximize their understanding and use of Zeta's platform and tools.
• Address client issues promptly and effectively, escalating concerns when necessary to ensure swift resolution and maintain high levels of satisfaction.
• Maintain detailed records of client interactions, campaign timelines, deliverables, and strategic plans to ensure transparency and accountability.
• Contribute to the development of best practices and process improvements within the client success team to enhance overall efficiency and client experience.
• Support new client onboarding processes, ensuring a smooth transition and setting clear expectations for campaign execution and success metrics.
• Collaborate with sales teams during renewal and upsell opportunities, providing insights on client health and potential growth areas.
• Assist in developing case studies or success stories to showcase client achievements and promote Zeta's capabilities.
• Participate in industry events, webinars, or conferences to stay connected with market trends and expand professional knowledge.

Requirements

• 3 to 5+ years of experience in digital advertising, marketing, or client services, with a proven track record of managing client accounts successfully.
• Strong communication and interpersonal skills, capable of leading discussions with clients and internal teams alike.
• Demonstrated ability to analyze data, interpret performance metrics, and translate insights into strategic recommendations.
• Highly organized, detail-oriented, and capable of managing multiple client accounts and projects simultaneously in a fast-paced environment.
• Proficiency in Excel and familiarity with data analysis tools to interpret campaign performance data effectively.
• Experience working with marketing automation platforms, CRM systems, or analytics platforms is a plus.
• Bachelor's degree in marketing, business, communications, or a related field is preferred.
• Ability to work independently and collaboratively, demonstrating initiative and problem-solving skills.
• Strong understanding of digital marketing channels, including email, display, social media, and programmatic advertising.
• Knowledge of industry best practices and emerging trends in customer success and digital marketing.

Nice to have

• Experience with marketing automation or CRM tools such as Salesforce, HubSpot, or similar platforms.
• Familiarity with data analytics platforms like Google Analytics, Tableau, or similar tools.
• Prior experience working in a SaaS environment or with enterprise-level clients.
• Knowledge of ITAR regulations or experience working with clients in regulated industries.
• Ability to adapt quickly to new technologies and platforms, demonstrating a continuous learning mindset.

Skills & tools

• Proficiency in Microsoft Excel and other data analysis tools.
• Experience with marketing platforms and customer relationship management systems.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication skills, both written and verbal, to effectively convey insights and recommendations.
• Ability to collaborate across teams and departments to deliver comprehensive client solutions.

Practical notes

• This position is based in the United States and requires on-site presence at the company's office location.
• Candidates must be eligible to work in the US; visa sponsorship is not specified.
• Zeta Global offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• The company values diversity and encourages applicants from all backgrounds to apply.
• Applications will be accepted until the position is filled, so early submission is recommended.
• The role involves working closely with clients and internal teams to deliver tailored solutions and ensure client success.
• Candidates should be prepared to demonstrate their experience with client management, data analysis, and strategic planning during the interview process.

About the company

 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.