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
Vice President, Customer Success – Publisher Cloud
As Vice President of Customer Success for Sailthru within Publisher Cloud, you will lead the Customer Success strategy and execution for one of our most important business lines. You will be responsible for driving retention, expansion, adoption, and customer advocacy across a portfolio of enterprise customers leveraging the Sailthru platform.
This role owns the business outcomes of Sailthru Customer Success, including Net Revenue Retention, retention performance, customer growth, NPS, and advocacy. You will lead a team of Customer Success professionals focused on delivering measurable value to customers through lifecycle marketing, email engagement, personalization, and audience growth strategies.
You will work closely with the GVP of Customer Success and cross-functional leaders across Sales, Product, Operations, and Support to ensure customers achieve business outcomes and to help shape the broader Customer Success strategy for Publisher Cloud.
The ideal candidate combines strong enterprise customer leadership, deep expertise in digital marketing and customer engagement, and a proven ability to drive measurable revenue outcomes through Customer Success execution.
What You’ll Do:
Own Customer Success Business Performance
- Own retention, expansion, Net Revenue Retention, NPS, and customer advocacy for the Sailthru Customer Success business.
- Manage performance across a defined portfolio of enterprise customers.
- Establish and drive disciplined account planning, forecasting, and business review processes.
- Identify and mitigate churn risk while proactively uncovering expansion opportunities.
- Ensure consistent delivery of customer value through adoption of Sailthru capabilities.
Drive Customer Growth and Value Realization
- Partner with customers to drive lifecycle marketing maturity, audience engagement, and revenue growth.
- Expand platform usage across email, segmentation, personalization, and omnichannel engagement strategies.
- Guide customers in translating business goals into scalable marketing programs and measurable outcomes.
- Ensure customers realize full value from the Sailthru platform and associated Publisher Cloud capabilities.
Lead Strategic Customer Engagement
- Develop trusted relationships with senior leaders at key accounts.
- Lead executive business reviews focused on performance, outcomes, and growth opportunities.
- Serve as escalation point for strategic customer issues and opportunities.
- Build and maintain strong referenceable customer relationships.
Lead and Develop Your Team
- Lead a team of Customer Success Managers focused on Sailthru accounts.
- Coach and develop team members to improve customer engagement, strategic thinking, and commercial outcomes.
- Drive accountability for retention, growth, and adoption outcomes across the team.
- Foster a culture of performance, ownership, and customer-centric execution.
Drive Cross-Functional Execution
- Partner closely with Sales, Product, Operations, and Support to ensure customer success.
- Act as the voice of the customer.
- Influence product priorities through structured customer feedback and insight sharing.
What Success Looks Like
- Strong Net Revenue Retention performance across the Sailthru customer base.
- High retention and renewal rates with reduced churn risk.
- Consistent expansion through increased platform adoption and new use cases.
- High customer satisfaction and improved NPS.
- Strong customer advocacy, references, and case studies.
- Accurate forecasting and disciplined account execution.
- A high-performing Customer Success team delivering measurable customer outcomes.
What You Bring
- 10–15 years of experience in Customer Success, Account Management, Professional Services, or related client leadership roles.
- 5+ years leading Customer Success or account teams in SaaS, marketing technology, or digital marketing environments.
- University degree in Business, Communications, Marketing, Computer Science or relevant field
- Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise accounts.
- Deep understanding of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement.
- Strong executive presence with experience managing senior client relationships.
- Demonstrated ability to lead teams focused on commercial and customer outcomes.
- Strong financial acumen, forecasting, and business performance management experience.
- Excellent communication, leadership, and organizational skills.
Nice to Have
- Experience with ESP, CRM, CDP, or marketing automation platforms.
- Background in publishing, media, or audience monetization businesses.
- Experience operating in multi-product SaaS environments.
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 $180,000 - $185,000 (depending on location and experience) + bonus + equity.
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
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Skills Required
- 10-15 years of experience in Customer Success, Account Management, Professional Services, or related client leadership roles.
- 5+ years leading Customer Success or account teams in SaaS, marketing technology, or digital marketing environments.
- University degree in Business, Communications, Marketing, Computer Science or relevant field.
- Proven track record of driving retention, expansion, and Net Revenue Retention in enterprise accounts.
- Deep understanding of email marketing, lifecycle marketing, personalization, segmentation, and audience engagement.
- Strong executive presence with experience managing senior client relationships.
- Demonstrated ability to lead teams focused on commercial and customer outcomes.
- Strong financial acumen, forecasting, and business performance management experience.
- Excellent communication, leadership, and organizational skills.
- Experience with ESP, CRM, CDP, or marketing automation platforms.
- Background in publishing, media, or audience monetization businesses.
- Experience operating in multi-product SaaS environments.
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.
