• Translate customer goals and challenges into clearly defined success outcomes • Develop and maintain structured plans that align outcomes, actions, owners, and timelines • Track progress and ensure closure of root causes impacting client success • Drive adoption and effective use of assigned Aderant solutions • Guide customers on best practices, workflows, and operationalization • Support time-to-value through structured planning and ongoing engagement • Monitor client health indicators (usage, adoption progress, CSAT, engagement signals) • Identify and address risk early in partnership with Support, Product, Professional Services, and Sales • Initiate structured recovery plans when outcomes or relationships are at risk • Serve as the central point of coordination across internal teams to ensure success • Set and manage expectations with customers and internal stakeholders • Maintain clear, consistent communication with customers regarding progress, risks, and next steps

• Translate customer goals and challenges into clearly defined success outcomes • Develop and maintain structured plans that align outcomes, actions, owners, and timelines • Track progress and ensure closure of root causes impacting client success • Drive adoption and effective use of assigned Aderant solutions • Guide customers on best practices, workflows, and operationalization • Support time-to-value through structured planning and ongoing engagement • Monitor client health indicators (usage, adoption progress, CSAT, engagement signals) • Identify and address risk early in partnership with Support, Product, Professional Services, and Sales • Initiate structured recovery plans when outcomes or relationships are at risk • Serve as the central point of coordination across internal teams to ensure success • Set and manage expectations with customers and internal stakeholders • Maintain clear, consistent communication with customers regarding progress, risks, and next steps • Support renewal readiness through demonstrated value and outcome achievement • Identify expansion or optimization opportunities in partnership with Sales and Services

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 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. 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. 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. BENEFITS & PERKS - Unlimited PTO - Excellent medical, dental, and vision coverage - Employee Equity - Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!! SALARY RANGE The salary range for this role is $80,000 - $90,000.00, depending on location and experience. PEOPLE & CULTURE AT ZETA Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression. We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here: https://zetaglobal.com/blog/a-look-into-zetas-ergs/ ZETA IN THE NEWS! https://zetaglobal.com/press/?cat=press-releases #LI-RP1

Summary *Please note that while this role will operate remotely, it is required that the candidate resides in the United States (EXCLUDING THE BAY AREA).* Do you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes. This position requires you to work a permanent Saturday-Wednesday schedule. On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will either work 8:00am-5:00pm or 9:00am-6:00pm in your timezone. This is a full-time position. What you'll do: - You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support - You will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers - You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics - You will use strong listening and conflict resolution skills to handle escalated clients - You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success - You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees - You will remain organized and efficient in a fast-paced environment - You will consistently achieve/exceed monthly goals What it takes to succeed: - You have a Bachelor's Degree or 3+ years of relevant client facing experience - You are technically proficient with computers and information systems - You have strong communication skills (verbal and written) - You excel with problem solving and troubleshooting - You have experience in account management, sales, advertising, or small business (preferred) - You have a love for local businesses and understand their importance in local economies - You have excellent time management and organizational skills with the ability to track and complete numerous details - You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner - You have the ability to strike a balance between consulting and supporting as needed - You are willing to receive and implement feedback - You have the ability to embrace a fast paced and always-changing environment What you'll get: - Effective your first day: Medical, vision, and dental - Mental health support and services via Modern Health - 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday and 7 paid wellness days - Up to 14 weeks of parental leave - Monthly wellness subsidy - Flexible spending account - 401(k) retirement savings plan - Employee stock purchase plan - Work from home reimbursement - The base salary is $50,000 + performance based incentives Closing At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.” We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience. We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California). We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-recruiting@yelp.com or 415-969-8488. Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. US Recruiting and Applicant Privacy Notice #LI-Remote