Vice President, Customer Success

About the role

Zeta Global is seeking a highly experienced Vice President of Customer Success to oversee the Sailthru division within Publisher Cloud. This leadership role is designed for a strategic and results-driven professional who will be responsible for managing and expanding relationships with enterprise clients. The successful candidate will focus on driving customer retention, fostering account growth, and building advocacy for our platform. They will play a crucial role in aligning customer success initiatives with overall business objectives, ensuring that clients achieve their desired outcomes through effective engagement and strategic support. This position requires a combination of deep industry knowledge, leadership skills, and a customer-centric mindset to deliver measurable business value and strengthen Zeta's position in the digital marketing landscape.

Key facts

What you'll do

• Lead the Sailthru Customer Success team, setting strategic direction and performance goals to enhance customer retention, satisfaction, and expansion.
• Oversee a portfolio of enterprise clients, ensuring they derive maximum value from the Sailthru platform and related services.
• Develop and implement structured account planning processes, including regular performance reviews, to identify risks, opportunities, and areas for growth within client accounts.
• Collaborate closely with clients to optimize their lifecycle marketing strategies, audience segmentation, and engagement tactics, ensuring alignment with their business objectives.
• Build and maintain strong relationships with senior stakeholders at key accounts, leading strategic business reviews and providing consultative support to foster long-term partnerships.
• Mentor and develop a team of Customer Success Managers, promoting a culture of accountability, continuous improvement, and customer focus.
• Partner with cross-functional teams such as Sales, Product, and Operations to advocate for customer needs, influence product development, and ensure seamless service delivery.
• Drive initiatives to improve onboarding processes, user adoption, and ongoing engagement, reducing churn and increasing customer lifetime value.
• Monitor customer health scores and proactively address issues, risks, or dissatisfaction to prevent churn and promote customer loyalty.
• Use data analytics and customer insights to inform strategic decisions, demonstrate value, and identify opportunities for upselling or cross-selling.
• Lead the development of customer success metrics and reporting dashboards to track progress and communicate results to executive leadership.
• Support the sales team with renewal negotiations and expansion opportunities, leveraging deep understanding of customer needs and platform capabilities.
• Represent the voice of the customer in internal meetings, providing feedback that influences product enhancements and service improvements.
• Lead efforts to develop best practices, processes, and tools that enhance the efficiency and effectiveness of the Customer Success organization.
• Ensure compliance with contractual obligations, data privacy standards, and other regulatory requirements relevant to enterprise clients.
• Foster a customer-centric culture across the organization, emphasizing the importance of delivering exceptional service and measurable results.
• Stay informed about industry trends, competitive landscape, and emerging technologies to continuously improve customer success strategies.

Requirements

• 10 to 15 years of experience in Customer Success, Account Management, or related roles within SaaS, marketing technology, or digital marketing sectors.
• At least 5 years in a leadership capacity managing teams and large enterprise client portfolios.
• Bachelor's degree in Business, Marketing, Communications, Computer Science, or a related discipline.
• Demonstrated success in increasing customer retention, satisfaction, and revenue growth in enterprise environments.
• Deep understanding of email marketing, lifecycle marketing, audience segmentation, and engagement strategies.
• Proven ability to manage and grow relationships with senior executives and key stakeholders.
• Strong leadership skills with experience mentoring and developing high-performing teams.
• Excellent communication, negotiation, and presentation skills.
• Ability to analyze data, generate insights, and make strategic decisions based on customer metrics.
• Experience working cross-functionally to influence product development and service delivery.
• Familiarity with SaaS business models, customer success tools, and CRM platforms.
• Ability to manage multiple priorities in a fast-paced environment, demonstrating flexibility and resilience.
• Strong organizational skills with attention to detail and a focus on results.
• Knowledge of contractual, compliance, and data privacy considerations relevant to enterprise clients.

Nice to have

• Familiarity with email service providers (ESP), customer data platforms (CDP), marketing automation tools, or related technologies.
• Experience working within publishing, media, or audience monetization industries.
• Background managing multi-product SaaS solutions or integrated marketing platforms.
• Knowledge of industry-specific challenges and opportunities in digital advertising and audience engagement.
• Previous experience working with international clients or in a global organization.

Skills & tools

• Customer Success Management
• Lifecycle Marketing
• Email Engagement Strategies
• Data Analysis and Forecasting
• Strategic Account Planning
• Cross-Functional Collaboration
• Leadership and Team Development
• Customer Relationship Management (CRM)
• Performance Metrics and Reporting
• SaaS Platform Knowledge

Practical notes

• The salary range for this role is between $180,000 and $185,000, depending on experience and geographic location. This package includes bonus opportunities and equity options.
• Zeta Global offers a comprehensive benefits package, including unlimited paid time off, medical, dental, and vision coverage, employee equity, and wellness programs.
• This position is based on-site in the United States, and the company values diversity and inclusion. We are committed to creating an equitable environment and encourage applications from candidates of all backgrounds.
• The role involves working closely with cross-functional teams and senior leadership to shape customer success strategies and ensure client satisfaction.
• Candidates should be prepared to demonstrate leadership capabilities, strategic thinking, and a customer-focused approach during the interview process.
• Zeta Global promotes a collaborative and innovative workplace culture, emphasizing continuous learning and professional development.

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.