Customer Success Manager
Posted Updated
Description
- We are looking for a results-oriented Customer Success Manager to drive client outcomes and revenue growth across our publisher (Supply) partners
- In this role, you will own a portfolio of accounts end-to-end, responsible for renewals, expansion, and long-term partner value. You will act as a strategic advisor to your clients, aligning Zeta’s solutions to their business goals while ensuring strong platform adoption and measurable performance
- You will operate with clear accountability to revenue targets, pipeline development, and account health, while maintaining a high bar for client experience. This role requires a balance of strategic thinking, operational discipline, and proactive client engagement
- Own a book of business with accountability for renewals, upsell, and cross-sell within existing publisher accounts
- Build and manage a pipeline of expansion opportunities; maintain visibility into account growth and pacing to goals
- Monitor account performance against forecasts and identify risks and opportunities early
- Serve as the primary point of contact and trusted advisor for assigned accounts
- Lead client communications including business reviews (QBRs/ABRs/SBRs), performance updates, and strategic planning sessions
- Develop a deep understanding of partner KPIs, monetization strategies, and success metrics
- Analyze campaign and platform performance to provide proactive, data-driven recommendations
- Identify optimization opportunities and drive execution in partnership with internal teams
- Translate data into clear, actionable insights that align with client goals
- Own account planning, reporting, and overall account health tracking
- Maintain strong Salesforce hygiene including opportunity tracking, forecasting inputs, and activity documentation
- Lead platform demos, onboarding, and training sessions to drive adoption and value realization
- Partner with Sales, Supply Operations, Product, and Support teams to deliver consistent client outcomes
- Support RFP responses and strategic opportunities in partnership with Sales
- Surface client feedback and insights to inform product and operational improvements
- Data-driven mindset with the ability to translate performance into strategic recommendations
- Excellent written and verbal communication skills
- 4–7+ years of experience in Customer Success, Account Management, or Publisher Partnerships (Supply Side)
- Experience managing multiple accounts with competing priorities and deadlines
- Strong client-facing presence with the ability to influence both day-to-day and executive stakeholders
- Strong operational discipline, including experience with CRM tools (Salesforce preferred) and pipeline tracking
- Demonstrated ability to drive renewals and grow revenue within existing accounts
- Experience in digital media, ad tech, or publisher ecosystems
- Understanding of Ad Serving, CRM data/audiences, Ad Tags, and Email Service Providers (ESP)
- Basic understanding of HTML and campaign setup processes