Job Description

Customer Success Manager


Primary Job Responsibilities:

The Customer Success Manager (CSM) is responsible for building strong, long‑term relationships with customers to ensure they achieve maximum value from our products and services. This role focuses on onboarding, adoption, retention, and expansion by acting as a trusted advisor and customer advocate. The ideal candidate is proactive, data‑driven, customer‑centric, and comfortable collaborating across sales, product, and support teams.

Role/Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of customers
• Build trusted relationships with key stakeholders and decision‑makers
• Understand customer goals, challenges, and success criteria.

Onboarding & Adoption

• Lead customer onboarding and implementation processes
• Drive product adoption and ensure customers are using key features effectively
• Deliver product training, best practices, and success planning

Retention & Growth

• Proactively identify risks to customer satisfaction and retention
• Monitor customer health metrics and usage data
• Identify opportunities for upsell, cross‑sell, and renewals in partnership with Sales

Value Realization & Advocacy

• Demonstrate ROI and business value through regular success reviews
• Collect customer feedback and advocate for customer needs internally
• Develop customer champions and reference accounts

Cross‑Functional Collaboration

• Partner with Sales, Support, Product, and Engineering teams to resolve issues
• Communicate customer insights to influence product roadmap and improvements.
• Ensure a seamless customer experience across all touchpoints

Zeta Global is a NYSE listed data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth. Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’ marketing programs for some of the world’s leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable. Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law. Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm.

https://www.forbes.com/sites/shelleykohan/2024/06/1G/amazon-partners-with-zeta-global-to-deliver-gen-ai-marketing-automation/

https://www.cnbc.com/video/2024/05/06/zeta-global-ceo-david-steinberg-talks-ai-in-focus-at-milken-conference.html

https://www.businesswire.com/news/home/20240G04622808/en/Zeta-Increases-3Q%E2%80%GG24-

Guidance

https://www.prnewswire.com/news-releases/zeta-global-opens-ai--data-labs-in-san-francisco-and-nyc-300S45353.html

https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-cross-channel-campaign-management-reports-by-independent-research-firm-300S38241.html