Sr. Customer Success Manager

Zeta Global•Nashville, TN

1d•$80,000 - $90,000

About The Position

We are looking for a results-oriented Senior Customer Success Manager, who is passionate about being a strategic partner to our clients. This role is responsible for developing and maintaining strong relationships with key accounts, serving as the expert to drive program success, improve customer adoption, and identify growth opportunities. As the primary point of contact for your accounts, you will oversee all aspects of client engagements across a variety of services, ensuring client goals are met while proactively addressing inquiries, goals, and expectations. You will collaborate closely with Operations, Strategy, and Analytics partners to reduce churn, secure upsells, and drive measurable ROI for our clients. Additionally, you will lead strategic conversations, including performance reviews (QBRs), and provide insights that enhance long-term client success. This role requires a proactive, strategic thinker who can work both autonomously and collaboratively in a fast-paced environment. The Senior Client Success Manager will play a key role in shaping the client experience at Zeta.

Requirements

5–6+ years of experience in online advertising, digital media, publisher, or ad-tech industries within Account Management, Client Services, or a similar function.
Proven ability to develop and nurture client relationships at all levels of the decision-making process.
Strong communication skills with the ability to drive client and executive-level conversations.
Exceptional oral and written communication skills, including business writing, training, and presentation abilities.
Highly organized with strong attention to detail, able to manage multiple projects in a fast-paced environment while prioritizing effectively.
In-depth knowledge of the complex MarTech landscape
Self-starter with excellent time management skills and the ability to work independently while collaborating cross-functionally.
Strategic thinker with strong problem-solving skills and the ability to identify opportunities for account growth and optimization.

Responsibilities

Own and maintain strong relationships with strategic accounts, ensuring client success through up-sells, cross-sells, renewals, and overall account growth.
Partner with Customer Success leadership to manage and scale accounts, ensuring long-term growth and performance optimization
Serve as the main point of contact for client communications, program management, and strategic recommendations, ensuring seamless customer experience.
Develop and manage a client roadmap outlining major milestones, testing initiatives, and opportunities for expansion.
Apply knowledge of Zeta offerings, client goals, industry trends, and best practices to develop strategic thought partnership and recommendations that drive performance improvements, creative enhancements, and revenue growth.
Identify and execute growth opportunities by designing unique strategic plans for each customer that exceed quarterly and annual goals.
Possess a deep understanding of partner KPIs and goal-setting, proactively providing optimization recommendations to maximize performance.
Lead and attend client meetings, including weekly status updates, kick-off calls, and Quarterly Business Reviews, ensuring action items and strategic next steps are documented, coordinated across teams, and executed.
Develop and share best practices with internal teams to continually improve operational efficiency, quality of work, and platform effectiveness.