Job Summary
Zeta Global is seeking a dynamic and results-driven Senior Customer Success Manager (CSM) to lead strategic client relationships within the Software and FinTech domain. This role is pivotal in ensuring customer satisfaction, retention, and growth by aligning Zeta Global’s solutions with client business objectives. The ideal candidate will act as a trusted advisor, driving value realization and fostering long-term partnerships with enterprise-level clients.
Key Responsibilities
- Serve as the primary point of contact for key enterprise customers, ensuring a seamless customer experience.
- Build and nurture strong relationships with stakeholders across client organizations.
- Develop and execute customer success plans that align with client goals and KPIs.
- Drive product adoption, utilization, and customer engagement across Zeta Global’s software and FinTech solutions.
- Identify opportunities for account expansion, upselling, and cross-selling.
- Collaborate with internal teams including Sales, Product, and Support to resolve customer challenges.
- Monitor customer health metrics and proactively address risks to retention.
- Conduct regular business reviews (QBRs) to demonstrate value and ROI.
- Stay updated on industry trends, particularly in FinTech and SaaS, to provide strategic insights to clients.
Required Skills and Qualifications
- Bachelor’s degree in Business, Technology, Finance, or a related field.
- Strong understanding of SaaS platforms and FinTech ecosystems.
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to manage multiple enterprise accounts simultaneously.
- Strong analytical and problem-solving abilities.
- Customer-centric mindset with a proactive approach.
- Ability to influence stakeholders at all levels, including C-suite executives.
Experience
- Minimum of 6–10 years of experience in Customer Success, Account Management, or Client Services.
- Prior experience in Software, SaaS, or FinTech industries is highly preferred.
- Demonstrated success in managing large, complex customer accounts.
- Experience working in fast-paced, high-growth environments.
Working Hours
- Full-time role with standard business hours.
- Flexibility required to accommodate global clients across different time zones.
- Hybrid or remote work options may be available depending on location and business needs.
Knowledge, Skills, and Abilities
- Deep knowledge of customer lifecycle management and success frameworks.
- Familiarity with CRM tools (e.g., Salesforce) and customer success platforms.
- Ability to interpret data and translate insights into actionable strategies.
- Strong project management and organizational skills.
- High level of adaptability and resilience in a dynamic environment.
- Collaborative mindset with the ability to work cross-functionally.
Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Paid time off, including vacation and holidays.
- Professional development and learning opportunities.
- Employee assistance programs.
- Flexible work arrangements.
- Inclusive and diverse workplace culture.
Why Join Zeta Global
- Be part of a leading innovator in data-driven marketing and FinTech solutions.
- Work with cutting-edge technology and global enterprise clients.
- Opportunity to make a significant impact on customer success and business growth.
- Collaborative and forward-thinking organizational culture.
- Strong emphasis on career advancement and continuous learning.
How to Apply
Interested candidates are encouraged to submit their updated resume along with a cover letter highlighting relevant experience and achievements. Applications can be submitted through Zeta Global’s official careers portal or via professional networking platforms. Shortlisted candidates will be contacted for further assessment and interviews.