Director, Customer Success

WHO WE ARE
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. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.
THE ROLE
As a leader of the CRM Customer Success team, the Director, Customer Success provides P&L ownership and leadership for a book of business. A strategist and leader who also does the work, the Director is responsible for growing and expanding our scope and presence with a portfolio of cross-vertical clients. She/he should be able to foster and nurture relationships with client decision-makers, advance the client relationships through strategic marketing consulting and advocacy, enable references for future clients, and empower an account team to fulfill against our client contractual obligations. She/he must be able to elevate the abilities of the account team through responsible leadership, development and engagement.
Customer Success is responsible for the client relationship, overseeing and ensuring excellence in strategic services and management, with the goal of achieving operational efficiency, revenue growth and profitability. The Director works with their manager, to ensure all of this through a rigorous, ongoing account planning process that involves the client, our executive leadership, the account team, and various support groups and experts.
This is a hybrid role based in Atlanta (1-2 days/week).
RESPONSIBILITIES
Client Management:
Delivers on and actively manages against Account Plan, targets & business objectives
Balances long-term client and corporate goals with immediate client and corporate objectives and needs
Owns and manages a client book of business between $3 Million and $4 Million
Manages against and monitors the P&L goals and progress, respectively, on a weekly basis
Structures account strategy based on understanding client needs and developing client relationships at all levels
Directs & ensures contract compliance and service level fulfillment
Thought Leadership:
Qquick to identify areas of inefficiency, leverages and develops solutions that produce measurable results
Brings creative approaches to decision-making, while stimulating ideas from others
People Management:
Mentors and develops Client Success Managers
Cultivates trusting relationships with internal team members – client success team, executive stakeholders, support teams, subject matter experts
Contributes to company’s evolution - i.e. knowledge sharing, best practices, processes
Sets example honoring company values and guidelines
Contributes to professional development plans of direct/indirect reports
Business Management:
Assumes overall financial reporting for relationship with client – contributing to growth planning, revenue growth and profitability
Responsible for overall client relationship satisfaction and status, communicating challenges and opportunities to senior management
Manages team performance - billability & utilization
Balances client & company needs
Direct the organization with the objectives of maximizing financial growth, increasing client base, establishing short-term and long-range objectives and representing the company to potential clients and the general public
Supports Sales in new business efforts
REQUIREMENTS
Minimum 5-7 years of Client Success / Account Management experience at a Marketing Technology, Advertising Technology, or Customer Data Platfor