Job Summary: The Senior Customer Success Manager’s primary responsibility is to engage strategic customers and build the relationship into a mutually beneficial and profitable partnership, with a focus on driving customer satisfaction. The Senior CSM will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance. This role will have regular contact with multiple key customers and work internally with cross functional departments in representing the voice of the customer, to actively resolve concerns and accommodate reasonable requests. To be successful in this role, all customer communication, both oral and written, with key stakeholders at strategic customers will be accurate and informative. Additionally, as the main point of contact for a customer, the Seniorr CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention. Job Responsibilities: - Work directly with a portfolio of customers to define success and drive adoption and value - Help our customers identify, frame and realize value out of using Billtrust - Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them - Assist customers in driving user adoption and change management within their organization - Build and maintain strong relationships with all key customer stakeholders - Monitor and report on the overall well-being of customers, tracking key health and usage indicators - Serve as a point of escalation for key customer issues and ensure swift resolution - Drive customer advocacy through case studies and references - Ensure high customer satisfaction and retention - Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells - Work with the services teams to facilitate the onboarding of new customers Qualifications: - Proven track record of partnering with C-level stakeholders to understand business objectives, deliver data-driven insights, and provide strategic guidance that drives customer outcomes and long-term value - 5+ years of experience in customer-facing strategy, value-based selling, or management consulting, with a strong focus on aligning solutions to customer goals and demonstrating measurable business impact - Understanding of key Financial Services and technology trends - Understanding and hands on experience working in large/complex opportunities or working at/with large and complex companies (where it was required to manage multiple agendas and stakeholders) - Ability to understand complex scenarios and business operations using limited information and able to extrapolate recommendations on path forward and key set of initiatives for executives to consider - Proactive and collaborative attitude - We work in a fast pace and dynamic environment, so you need to make things happen - Able to influence and drive others when working in a virtual team environment - Experience working in roles with a strong technology component is preferred The expected base salary range for this position is $90,000 - $110,000 USD annually. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process. Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for! What You'll Get: - Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide! - A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day. - Flexible Working Hours: We support your lifestyle- the results are what count. - Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge. - Sabbatical: A paid leave to reward longevity and commitment to Billtrust. - Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace. - Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow. - Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved. - Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance. - Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done. Who We Are: Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote

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. DISQUS (a Zeta Global subsidiary) the leading engagement and community platform that is trusted by million publishers around the world. The DISQUS platform has powered the largest and fastest growing publishers to moderate their comments and generate new revenue. Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth. Our support team is tasked with supporting our publishers and commenters. What this means for the support team is that they must possess operational knowledge of our products for a number of different end-users. Because we also run ads on our network, this role will have an added focus of Trust and Safety practices. to ensure that our network remains ad-safe where appropriate and in line with the content guidelines set forth in our Terms of Service. What kind of business problems will you be working on? Disqus enables comment communities and fosters dynamic discussion about pretty much everything. This is an entry-level Customer Support role, where you’ll be working with the publisher and commenter communities. You will use a combination of technology, process, and terms of service to ensure high satisfaction from both commenters and publishers. This will consist of assisting publishers with installation and subscription questions, helping commenters with account or functionality issues, and monitoring network content to ensure that our quality standards and Terms of Service are met. Responsibilities: - Contribute to Customer Support and answer customers’ questions across a variety of platforms, including inbound Support requests as well as Social Media questions and comments. - Maintain External and Internal product and process documentation - Complete users’ data access and data deletion requests - Work closely with key partners in the policy and privacy spaces, as well as our Data Analytics team to help identify and address relevant issues on the Disqus platform - Escalate issues or concerns as appropriate - Review reported comments and profiles, to determine which are in line with our TOS and which should be removed. - Monitor content on sites deemed more likely to have TOS-violating content - Communicate with these sites as needed to provide content moderation guidelines and requirements - Review new sites to determine if they are qualified to run ads from the Disqus network Qualifications: - Bachelor degree in communications, marketing, advertising, public relations, media studies, business and/or related fields. Any experience with Customer Support or Trust & Safety functions 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 $60,000 - $65,000.00, 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-Remote #LI-RP1

• Manage a portfolio of client relationships and act as their trusted strategic advisor. • Own retention, renewals, and expansion opportunities within your book of business. • Identify opportunities to increase platform adoption, expand channel usage, and drive revenue growth. • Partner with clients to develop and execute data driven marketing strategies across email, SMS, and other addressable channels. • Guide clients in building customer journeys, lifecycle marketing programs, and campaign strategies. • Lead regular client meetings including Quarterly Business Reviews (QBRs) focused on performance, growth opportunities, and marketing strategy. • Lead collaboration across Solutions Consulting, Product, Operations, and Support to ensure successful delivery of client initiatives. • Coordinate internal teams to deliver scoped services with a focus on quality, efficiency, and outcomes. • Translate client goals into clear requirements and actionable plans for internal teams. • Drive adoption of new features and capabilities. • Educate clients on platform best practices and emerging marketing trends. • Provide feedback to Product and internal teams based on client insights. • Oversee client billing, budgeting, and forecasting processes as needed. • Ensure timely follow-up and resolution of client issues in partnership with internal teams.

• Lead onboarding and roll‑outs for new customers, ensuring a smooth implementation. • Deliver training and product updates to drive adoption and usage. • Run workshops on use cases and best practices with customers and our technical team. • Build strong relationships with key stakeholders and act as their strategic partner. • Gather customer needs and collaborate with Product to resolve issues and influence the roadmap. • Monitor customer health, identify risks and upsell opportunities, and support renewals. • Help improve customer support processes and define key customer success metrics. • Collaborate with Sales and Marketing by providing product and customer insight. • Travel occasionally to meet customers and teammates (including visits to our Valencia office).