Senior Director, Customer Success

Zeta Global•New York, NY

2d•$150,000 - $165,000

About The Position

Zeta Global is looking for a Senior Director, Client Success (Supply) to lead operational excellence and revenue growth across our publisher-facing Client Success team. In this role, you will build the operational infrastructure that enables the team to scale; establishing consistent workflows, reporting frameworks, and Salesforce discipline; while partnering with Customer Success Managers to drive renewals, expansion and long-term value across our publisher ecosystem. You will ensure the team operates with clarity and accountability around pipeline visibility, opportunity development, and pacing to revenue goals, while also serving as a senior advisor for strategic publisher relationships. The leader will help evolve the Supply CS organization into a commercially accountable team that identifies and captures growth opportunities while delivering exceptional partner outcomes.

Requirements

A minimum of 5 years' experience in Client Success, Account Management, or Publisher Partnerships (Supply Side), with proven responsibility for growing revenue in existing accounts
A minimum of 7 years’ experience in the digital media, publisher, or ad tech space
Experience managing and developing high performing teams
Track record of building strong executive level client relationships
Strong operational mindset with experience driving pipeline discipline, forecasting and Salesforce hygiene
Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately.
Exceptional oral and written communication skills
Deep understanding of Ad Serving, CRM Data/Audiences, Ad Tags, Email Service Providers (ESP), basic understanding of HTML, and how publishers make money
Self-Starter with a strong level of time management skills and the ability to multitask and reprioritize independently

Responsibilities

Drive Operational Excellence
Build and scale operational processes that enable the Supply Client Success team to operate efficiently and consistently
Establish standardized workflows, templates, and reporting across account planning, opportunity development and revenue tracking
Own Salesforce data quality and opportunity hygiene to ensure accurate forecasting, pipeline visibility and expansion tracking
Develop reporting that tracks team performance, account health, renewals and pacing against revenue and growth targets
Identify operational gaps and implement improvements that increase team productivity and transparency
Lead & Develop the Team
Manage and mentor a team of Client Success Managers supporting strategic publisher partners
Coach CSMs on account strategy, value articulation and identifying expansion opportunities
Help the team build and maintain healthy pipelines within existing accounts
Partner with CSMs on renewals, upsells opportunities, account strategy and executive engagement
Foster a culture where Client Success owns both publisher outcomes and revenue growth
Act as a Strategic Partner to Key Accounts
Serve as a senior contact and escalation point for strategic publisher partners
Build trusted relationships with executive stakeholders and help align Zeta Global’s solutions with partner goals
Partner with CSMs to identify new monetization opportunities, product adoption paths and growth initiatives
Collaborate Cross-Functionally
Partner with Supply Operations, Business Intelligence, Product and Support teams to ensure consistent service delivery and client outcomes
Surface insights from customers and frontline teams to inform internal priorities and improvements
Communicate team performance, operational insights, and customer impact to Client Success leadership