Zeta Global - Vice President, Customer Success
Requirements
• 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client leadership roles. • 5+ years leading Customer Success or account teams in SaaS, marketing technology, or digital marketing environments. • University degree in Business, Communications, Marketing, Computer Science or relevant field • Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise accounts. • Deep understanding of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement. • Strong executive presence with experience managing senior client relationships. • Demonstrated ability to lead teams focused on commercial and customer outcomes. • Strong financial acumen, forecasting, and business performance management experience. • Excellent communication, leadership, and organizational skills. • Experience with ESP, CRM, CDP, or marketing automation platforms. • Background in publishing, media, or audience monetization businesses. • Experience operating in multi-product SaaS environments.
Responsibilities
• Own Customer Success Business Performance • Own retention, expansion, Net Revenue Retention, NPS, and customer advocacy for the Sailthru Customer Success business. • Manage performance across a defined portfolio of enterprise customers. • Establish and drive disciplined account planning, forecasting, and business review processes. • Identify and mitigate churn risk while proactively uncovering expansion opportunities. • Ensure consistent delivery of customer value through adoption of Sailthru capabilities. • Drive Customer Growth and Value Realization • Partner with customers to drive lifecycle marketing maturity, audience engagement, and revenue growth. • Expand platform usage across email, segmentation, personalization, and omnichannel engagement strategies. • Guide customers in translating business goals into scalable marketing programs and measurable outcomes. • Ensure customers realize full value from the Sailthru platform and associated Publisher Cloud capabilities. • Lead Strategic Customer Engagement • Develop trusted relationships with senior leaders at key accounts. • Lead executive business reviews focused on performance, outcomes, and growth opportunities. • Serve as escalation point for strategic customer issues and opportunities. • Build and maintain strong referenceable customer relationships. • Lead and Develop Your Team • Lead a team of Customer Success Managers focused on Sailthru accounts. • Coach and develop team members to improve customer engagement, strategic thinking, and commercial outcomes. • Drive accountability for retention, growth, and adoption outcomes across the team. • Foster a culture of performance, ownership, and customer-centric execution. • Drive Cross-Functional Execution • Partner closely with Sales, Product, Operations, and Support to ensure customer success. • Act as the voice of the customer. • Influence product priorities through structured customer feedback and insight sharing. • What Success Looks Like • Strong Net Revenue Retention performance across the Sailthru customer base. • High retention and renewal rates with reduced churn risk. • Consistent expansion through increased platform adoption and new use cases. • High customer satisfaction and improved NPS. • Strong customer advocacy, references, and case studies. • Accurate forecasting and disciplined account execution. • A high-performing Customer Success team delivering measurable customer outcomes.
Benefits
• Excellent medical, dental, and vision coverage • Employee Equity • Employee Discounts, Virtual Wellness Classes, and Pet Insurance and more!! • The salary range for this role is $180,000 - $185,000 (depending on location and experience) + bonus + equity. • 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! • ZETA IN THE NEWS! • https://zetaglobal.com/press/?cat=press-releases
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