• Build and maintain strong, long-term relationships with assigned clients. • Act as the main point of contact for customers, ensuring smooth onboarding and ongoing support. • Understand client objectives and ensure successful use of our platform to achieve desired outcomes. • Monitor customer engagement and proactively identify opportunities for upselling and cross-selling. • Collaborate closely with internal teams (Sales, Product, and Operations) to ensure seamless service delivery. • Manage client renewals, track success metrics, and reduce churn through consistent engagement. • Handle escalations effectively while maintaining a positive customer experience. • Collect and share customer feedback to help shape future product enhancements.

Role Description We are hiring our first Customer Success Manager to own the full lifecycle of our client partnerships, from onboarding through retention. This is a foundational hire for Opp. You will serve as the primary point of contact for approximately 20 partner accounts and will be responsible for ensuring every client receives a best-in-class experience. You will work cross-functionally with our BDR team, Sales Enablement Strategist, and Go-to-Market Engineer to drive results, maintain accountability, and keep campaigns running at peak performance. This role reports directly to the founders. Responsibilities - Client Onboarding - Own the client onboarding process end to end, serving as the primary relationship lead from kickoff through campaign launch. - Facilitate ICP mapping exercises with new partners and ensure all onboarding deliverables are documented, assigned, and tracked against target launch dates. - Conduct thorough reviews of all partner-provided resources and materials during onboarding to ensure completeness and accuracy. - Hold both the client and internal team accountable to onboarding timelines, proactively flagging delays and communicating updated deadlines. - Coordinate post-call action items with internal team members after every onboarding session. - Partner Management - Serve as the day-to-day point of contact for all assigned partner accounts, managing communications across email, Slack, and scheduled syncs. - Respond to all client communications within the same business day. - Ensure bi-weekly (minimum monthly) calibration syncs are scheduled and completed with every active client. - Prepare and deliver monthly performance dashboards and campaign progress reports to each partner, coordinating with Sales Enablement to ensure materials are available at least 48 hours before scheduled calibrations. - Maintain organized, up-to-date project documentation so that all internal and external deliverables are visible and on track at all times. - Triage and resolve client questions using existing materials and internal knowledge, escalating to Sales Enablement or leadership when necessary. - Partner Retention and Performance - Maintain accurate and current records of partner renewal dates, churn risk indicators, calibration schedules, and BDR seat assignments within HubSpot. - Collaborate closely with Sales Enablement to monitor campaign performance against established grading benchmarks. - Attend Sales Enablement syncs, document action items, and ensure BDRs are performing to expectations within each assigned pod. - Own the creation and delegation of corrective action plans when partner performance falls below expectations. - Lead partner realignment initiatives when client expectations or campaign parameters need to be recalibrated. - Go-to-Market Coordination - Communicate partner ICP changes, data pivots, and campaign adjustments to the Go-to-Market team with full context, including relevant job titles, company keywords, industries, and targeting criteria. - Monitor email and LinkedIn outreach volume to ensure all client campaigns are operating at maximum capacity. - Validate campaign tagging and BDR pipeline assignments in reporting, flagging discrepancies to the GTM team. - Ensure Sales Enablement is actively collaborating with the GTM team by providing feedback through the appropriate internal channels. Qualifications - Minimum of 2 years of experience in a Customer Success, Account Management, or Client Services role. - Experience working within or alongside a sales organization, with a strong understanding of sales workflows, pipeline stages, and revenue-driven team dynamics. - Demonstrated ability to manage a portfolio of 20 or more accounts simultaneously while maintaining high client satisfaction. - Strong working knowledge of CRM platforms, specifically HubSpot. - Experience with project management tools such as Basecamp, Asana, ClickUp, Notion, or similar. - Exceptional written and verbal communication skills with the ability to lead client-facing calls and correspondence with confidence. - Proven track record of holding cross-functional teams accountable to deadlines and deliverables. - Strong organizational skills with meticulous attention to detail in documentation, file management, and task tracking. - Ability to context-switch across multiple accounts and workstreams without letting things fall through the cracks. - Comfortable working in a fast-paced, remote-first environment where ownership and initiative are expected. Preferred - Experience working at a B2B agency, lead generation firm, or outsourced sales development organization. - Familiarity with outbound sales tools and platforms such as Clay, Apollo, Orum, Kixie, Salesloft, or Outreach. - Understanding of outbound sales metrics, pipeline management, and campaign performance analysis. - Experience preparing and presenting client-facing performance reports and dashboards. - Background working with or managing BDR/SDR teams. What Success Looks Like In your first 90 days, you will have fully onboarded into the role, taken ownership of your assigned partner accounts, and established a consistent rhythm of calibration syncs, internal coordination, and proactive communication. Within six months, you will be the go-to resource for your clients, the connective tissue between our internal teams, and a key driver of partner retention and satisfaction. You will know you are succeeding when clients view you as an indispensable part of their growth strategy. How to Apply If you are a proactive, detail-oriented customer success professional who thrives on building strong client relationships and driving accountability across teams, we want to hear from you.

**What You’ll Do** - Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory - Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential - Maintain a positive geographic territory net revenue retention - Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals - Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy - Maintain and regularly update the PatientIQ product documentation and internal wikis - Mentor Customer Success Analysts for your geography in order to support clients effectively - Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems - Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team

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