• Own the end-to-end onboarding of new publishers, building rapport and fostering long-term partnerships. • Manage an established portfolio of publishers, focusing on retention and growth. • Maintain personalized, ongoing communication with each publisher. • Advocate for publisher needs by addressing feature and data requests, reporting, and tools. • Collaborate with internal teams to resolve roadblocks and ensure smooth implementations. • Identify key trends across accounts, escalate when necessary, and introduce new strategies to increase revenue and enhance the client experience. • Conduct quarterly business reviews (QBRs) and regular check-ins to strengthen relationships, analyze performance, and uncover opportunities for improvement.

• Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle • Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards • Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities • Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly • Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight • Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support • Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience • Oversee post-session processes, including transcript delivery, quality review, and follow-up communications • Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey • Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements • Collaborate with the Dev team to communicate client-facing feature requests and platform updates • Maintain accurate client data and session records within Prevail’s case management and CRM systems • Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters • Identify performance trends and escalate service partner concerns through the appropriate channels • Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

• Design and optimize CRM strategies focused on retention, LTV, and user engagement; • Develop and maintain advanced segmentation frameworks and lifecycle logic; • Own gamification mechanics (e.g. missions, tournaments, wheels, challenges) from idea to implementation; • Configure and optimize loyalty programs and bonus systems aligned with business goals; • Analyze user behavior and CRM performance, providing actionable insights and hypotheses; • Contribute to promo planning with a focus on gamified and retention-driven mechanics.

Customer Success Manager - Description Zeta Global is looking for a dynamic and personable individual who is acutely skilled in client service management to join the CRM Customer Success account team to manage a portfolio of existing clients. The Customer Success team is responsible for managing client relationships and delivering best-of-breed customer service and performance for our marketing clients. The Account Manager collaborates with multiple stakeholders to negotiate, draft, and ‘close’ commercial agreements between Zeta Global and our enterprise clients. This role requires a keen focus on contractual outcomes, with the goal of sustaining & maximizing Zeta Global’s incumbent Annual Recurring Revenue (ARR). The primary success metrics for the Account Manager are Net ARR retention and customer satisfaction. Responsibilities - Responsible for overall client satisfaction and retention. - Assume contractual responsibilities for a portfolio of clients, executing a license renewal schedule and SOW cadence with each. - Build critical client relationships with contract signatories, procurement, legal, and key finance personnel. - Act in a client-facing capacity to lead the direction, communications, and outcomes across teams. - Lead client calls and communications. Ensure and manage to outcomes and follow-ups. - Manage client budget and forecast processes. - Ensure compliance with SLAs. - Promote and pursue client collections, when necessary. - When issues are identified, work with team members to develop solutions and client communication. Escalate any major client issues, bringing in senior management as appropriate. Required Experience - BS or BA degree, preferably in Marketing or Business - 5 -7 years’ experience in account management or professional work experience in a fast-paced agency environment, with accountability or direct involvement in contracts ranging up to $100K in annualized value - Excellent communications skills and relationship skills - Strong business acumen with natural aptitude for identifying risks and opportunities. - Self-driven with the energy and resilience to perform consistently at a high level - Proficient in MS Office: Excel, PowerPoint, and Word