• 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

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 seeking a results‑driven Client Success Manager who thrives on being a strategic partner to our clients and a key driver of revenue growth. This role is ideal for someone who excels in client relationships, and who is ready to take on responsibility influencing campaign performance, client retention, and account expansion.  As a CSM, you will own a portfolio of clients and serve as their primary point of contact, providing day to day and strategic support. Your goal is to help them achieve their goals. You will collaborate cross‑functionally with Operations, Analytics, and Product to ensure campaigns launch flawlessly, client performs against key metrics, and the organization is aligned with each client’s attribution model and business objectives.  In this role, you will closely monitor campaign performance data, lead status reviews, and proactively identify opportunities that strengthen outcomes. You will also surface and drive upsell and cross-sell opportunities, develop tailored growth ideas for each client’s business, and partner with Client Success Leadership on long‑term expansion strategies.    RESPONSIBILITIES - Own and maintain strong relationships with accounts, ensuring client success through up-sells, cross-sells, renewals, and overall account growth.  - Serve as the main point of contact for client communications, campaign execution, and strategic recommendations, ensuring a seamless customer experience.  - Develop and manage a client growth plan outlining major milestones, testing initiatives, and opportunities for expansion. Understand client’s reporting methods.  - Apply knowledge of Zeta offerings, client goals, industry trends, and best practices to develop strategic 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 KPIs and goal-setting, proactively providing optimization recommendations to maximize performance.  - Lead client meetings, including weekly status updates and Quarterly Business Reviews- ensuring action items and strategic next steps are documented and executed.  - Build knowledge of Zeta’s offerings, tools, and industry best practices to better support client needs.  - Maintain clear documentation of processes, timelines, and deliverables across your accounts.    REQUIREMENTS  - 2-3 years of experience in digital advertising, marketing, or client services. - Strong client management and communication skills, with confidence leading data driven conversations.  - Organized and detail-oriented, with the ability to manage multiple projects and deadlines in a fast-paced setting.  - Comfortable working cross-functionally with technical and non-technical teams.  - Strong analytical mindset with working knowledge of Excel and comfort interpreting performance data.  - Experience with campaign management tools, platforms, or reporting systems a plus.  - Self-starter with a collaborative attitude, eager to learn and contribute.  - Willingness to travel as needed.      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 $75,000 - $80,000.00, depending on location and experience.  BENEFITS & PERKS - Unlimited PTO - Excellent medical, dental, and vision coverage - Employee Equity - Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!! 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