Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact and a reliable advisor for a designated portfolio of enterprise clients.

• Comprehend client business goals, marketing strategies, and key performance indicators (KPIs).

• Formulate and implement loyalty and lifecycle marketing initiatives to enhance engagement, acquisition, retention, and customer lifetime value.

• Evaluate campaign effectiveness, analyze customer engagement patterns, and assess marketing KPIs to pinpoint areas for optimization.

• Offer actionable recommendations derived from data-driven insights.

• Assist clients in utilizing Zeta's marketing platform functionalities and optimizing platform usage.

• Present campaign outcomes, performance evaluations, and strategic suggestions to client stakeholders.

• Recognize account risks, tackle client challenges, and discover upselling, cross-selling, and expansion opportunities.

• Work collaboratively with Customer Success, Analytics, Operations, and commercial teams.

• Convey client feedback and market trends to guide product enhancements.

• Manage various client priorities, oversee essential deliverables, and ensure timely execution.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Client Services, Account Management, or a similar client-facing role within the MarTech, SaaS, or digital marketing sectors.

• Profound knowledge of email marketing, marketing automation, loyalty programs, and customer lifecycle strategies.

• Experience in managing relationships with enterprise clients and acting as a strategic advisor to senior marketing stakeholders.

• Proven capability to analyze marketing performance data, discern trends, and convert insights into actionable business strategies.

• Exceptional communication, presentation, and relationship management skills, capable of engaging both technical and non-technical audiences.

• Strong project management and organizational abilities, with a knack for balancing multiple client accounts, competing priorities, and cross-functional projects.

• A proactive, solutions-oriented attitude with the ability to excel in a dynamic, collaborative setting.

• Experience collaborating with enterprise email service providers (ESPs), customer data platforms (CDPs), or marketing automation platforms such as Salesforce Marketing Cloud, Adobe Campaign, Braze, Iterable, or similar technologies.

• Knowledge of email marketing performance metrics, including deliverability, engagement, conversion, and customer retention.

• Experience in audience segmentation, personalization, customer journey orchestration, and omnichannel marketing strategies.

• Familiarity with marketing data, analytics, and campaign measurement techniques.

🏝️ Benefits

• Unlimited PTO

• Excellent medical, dental, and vision coverage

• Employee Equity and Stock Purchase Plan

• Employee Discounts

• Virtual Wellness Classes

• Pet Insurance