The CRM Account Director is responsible for building and growing strategic client relationships while ensuring clients realise measurable value from their CRM investment. Acting as a trusted advisor, they work closely with senior client stakeholders to shape CRM strategy, drive adoption, identify growth opportunities and ensure successful delivery across marketing, technology and data initiatives.
The role combines commercial account leadership with strategic CRM consulting, partnering with internal cross-functional teams to deliver outstanding client outcomes and long-term customer success.
Job Description
Strategic Client Leadership
- Build trusted relationships with senior client stakeholders, including CRM Directors, Marketing Directors, Digital Directors and C-suite executives.
- Develop a deep understanding of each client's business objectives, commercial priorities and CRM maturity.
- Lead strategic account planning to ensure CRM programmes align with wider business goals.
- Act as the executive point of contact for strategic accounts.
CRM Strategy
- Advise clients on CRM best practice across customer acquisition, onboarding, engagement, retention, loyalty and reactivation.
- Help clients define CRM roadmaps and transformation strategies.
- Recommend opportunities to improve customer journeys through personalisation, automation, AI and first-party data.
- Translate business objectives into measurable CRM programmes.
Customer Success
- Own overall client health, satisfaction and long-term success.
- Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews.
- Monitor adoption, utilisation and business outcomes.
- Ensure clients achieve measurable ROI against agreed success metrics.
- Proactively identify risks and drive mitigation plans.
Commercial Growth
- Identify opportunities to expand client relationships through additional products and services.
- Develop account growth plans aligned to client priorities.
- Lead commercial conversations around renewals, upsell and cross-sell opportunities.
- Work closely with Sales to execute account expansion strategies.
Project & Delivery Oversight
- Partner with Delivery, Product, Engineering and Solution Consulting teams to ensure successful implementation.
- Ensure projects remain aligned with agreed business outcomes.
- Escalate and resolve delivery risks where required.
- Maintain executive visibility throughout complex programmes.
Data & Insights
- Use customer data and campaign performance to identify optimisation opportunities.
- Present strategic recommendations based on business insights.
- Help clients maximise value product offerings.
- Drive a culture of continuous optimisation.
Executive Communication
- Present confidently to executive stakeholders.
- Facilitate strategic workshops.
- Influence senior decision makers.
- Produce clear executive-level recommendations and business cases.
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
What the Team is Saying
Zeta Global Compensation & Benefits Highlights
How does Zeta Global ensure its pay and bonus plans are competitive?
Zeta Global supports competitive compensation through a mix of base pay, equity, performance incentives, financial benefits and employee feedback-informed rewards. The company’s total rewards approach connects compensation with ownership, financial planning and benefits that support employees’ broader well-being.
- Competitive pay and incentives: Zeta lists competitive pay, equity, performance bonuses and an employee stock purchase plan as part of its compensation and total rewards offerings. Employees also describe compensation as a strength. A software engineer said Zeta offers “good compensation,” “best appraisals and pay raise” and a “supportive work environment,” while a director cited “compensation” as one of the strengths of the company.
- Equity and ownership: Zeta offers company equity and an employee stock purchase plan, giving employees ways to participate in the company’s growth. Its broader financial benefits also include a 401(k) with company match, monthly financial workshops, commuter benefits and insurance coverage, reinforcing compensation as part of a larger financial wellness package.
- Performance-oriented rewards: Employee reviews describe Zeta’s compensation as tied to performance and growth. One employee said, “Zeta pays well,” while another said compensation is “within industry range and revised every year.” A finance analyst cited “great incentives,” and a director described Zeta as a place to “shape your career” with room to move up. (Comparably; Glassdoor reviews; Indeed reviews)
- Benefits that strengthen total rewards: Zeta’s rewards package extends beyond pay through health, dental and vision insurance, mental health benefits, pet insurance, flexible time off, parental leave, adoption assistance, fertility and family-building support, travel assistance for reproductive health procedures, volunteer days and wellness resources. The company also says it uses wellness surveys and employee feedback to shape benefits updates, including expanded parental leave and adoption assistance.
- External signals:
- Compensation sentiment: Employees on external review sites describe Zeta’s compensation as “good,” “great” and competitive, with reviews citing pay raises, incentives, benefits and performance-based earning potential. (Glassdoor reviews; Indeed reviews; Comparably)
- Benefits signals: External profile data lists company equity, performance bonuses, an employee stock purchase plan and a home-office stipend for remote employees.
- Financial wellness: Zeta’s benefits include 401(k) matching, financial workshops, insurance coverage and employee stock purchase participation.
Bottom line: Zeta Global’s compensation approach combines competitive pay, performance incentives, equity, stock purchase access and broad benefits, giving employees both near-term rewards and longer-term financial participation in the company’s growth.
Zeta Global Insights
What We Do
Zeta Global (NYSE: ZETA) is the AI 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.
Why Work With Us
At Zeta, people have the freedom to think creatively, take initiative, and grow. We value curiosity, innovation, and teamwork, empowering everyone to use AI and technology in smarter ways to drive impact for clients, consumers, and each other while shaping the future together.
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Zeta Global Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
