We are seeking a results-driven Senior Customer 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 Senior 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 our Professional Services, Support and Product teams 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 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 monthly performance 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
• 5+ years of client services experience in digital marketing or advertising.
• 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.
• Self-starter with a collaborative attitude, eager to learn and contribute.
• Required to travel onsite monthly to meet with the Zeta team and clients in Sydney.
SALARY
The salary for this role is $140,000 AUD depending on location and experience.
BENEFITS & PERKS
• Unlimited Paid Time Off, giving you the flexibility to recharge when you need it
• Comprehensive health and wellness coverage
• Corporate partnership discounts, monthly engagement events, birthday celebrations and more!
PEOPLE & CULTURE AT ZETA
Senior Customer Success Manager (12 month fixed term) • Melbourne, Australia
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