Vice President Customer Growth - CRM

The Vice President Customer Growth, CRM will lead Zeta’s strategy to protect, grow and expand its existing UK enterprise customer base.

This is a senior leadership role combining strategic account management, executive customer relationships, commercial growth and delivery leadership.

The successful candidate will build and lead a team of Key Account Directors responsible for Zeta’s most strategic UK customers, creating a consistent model for retention, expansion and long-term customer value.

This role is focused on existing customers rather than new-logo acquisition.

The VP Customer Growth will work across Sales, Customer Success, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery to create one strategic growth plan for each priority customer.

Key Responsibilities

Protect and Grow the UK Customer Base

• Own retention, NRR and strategic expansion across Zeta’s priority UK enterprise customers
• Lead the UK strategic account programme
• Identify customer risk early and establish clear retention and intervention plans
• Build multi-year customer growth strategies aligned to each customer’s strategic priorities
• Identify and develop significant cross-sell and expansion opportunities across the Zeta portfolio
• Increase Zeta’s revenue and product footprint within existing customers
• Establish a repeatable customer-growth model that can ultimately be scaled across EMEA

Build and Lead the Key Account Director Organisation

• Build and lead a high-performing team of Key Account Directors
• Assess and develop existing customer-facing talent against the future Key Account Director profile
• Coach the team to move beyond traditional account management towards strategic, commercially minded customer leadership
• Establish clear standards for customer ownership, executive engagement, account planning and growth
• Develop talent and strengthen capability where required

Key Account Directors will act as the strategic orchestrators of Zeta’s priority customer relationships, combining executive customer leadership, commercial acumen and sufficient delivery knowledge to mobilise the wider Zeta organisation around the customer.

Executive Customer Leadership

• Build trusted relationships with CMOs, CIOs, CDOs and other senior customer executives
• Ensure every priority account has a clear executive relationship and sponsorship plan
• Lead executive business reviews, strategic workshops and customer roadshows
• Build multi-threaded relationships across marketing, data, technology, digital and procurement
• Act as an executive escalation point for Zeta’s most strategic UK customers

Drive Strategic Expansion

• Develop account-specific growth hypotheses based on customer strategy, technology landscape and commercial priorities
• Translate customer priorities into compelling Zeta value propositions
• Coordinate complex expansion opportunities across Zeta’s data, identity, intelligence, AI, loyalty, lifecycle marketing, personalisation and activation capabilities
• Develop value-led ZMP upgrade pathways for appropriate legacy customers
• Partner with enterprise sellers where specialist commercial support is required on complex expansion opportunities
• Ensure expansion is based on measurable customer value rather than product-led selling

Create One Strategic Account Model

• Establish one strategic account plan for each priority customer
• Ensure each account has clear ownership and a defined cross-functional team
• Coordinate Key Account Directors, Sales, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery around shared customer outcomes
• Create clear roles and decision rights across the account team
• Ensure customer intelligence, activity and opportunity progression are consistently captured in Salesforce and Gong
• Prevent fragmented or competing customer motions

Customer Value and Delivery Leadership

• Ensure Key Account Directors understand Zeta’s products and delivery model sufficiently to lead credible strategic customer conversations
• Partner closely with Delivery and Solution Consulting to connect customer ambition with achievable solutions
• Identify delivery or Product risks early and coordinate the appropriate internal response
• Establish a strong feedback loop between priority UK customers and Zeta Product leadership
• Ensure customer commitments are grounded in Product Readiness and delivery capability

Commercial Operating Discipline

• Establish consistent account planning, customer health, pipeline inspection and QBR cadences
• Build executive coverage and stakeholder mapping across the priority portfolio
• Maintain clear visibility of retention risk, expansion pipeline and customer-growth performance
• Partner with Sales Systems & Operations and Finance on forecasting, reporting and account performance
• Build repeatable playbooks for strategic customer growth

Leadership and Culture

• Build a collaborative, accountable and customer-first culture
• Coach the team towards stronger commercial capability and executive presence
• Create an environment where Customer Success, Sales and specialist teams win together
• Develop clear career paths for high-performing customer leaders
• Establish high performance standards while building a team people want to be part of

Success Measures

Success will be measured through:

• Gross Revenue Retention
• Net Revenue Retention
• Existing-customer revenue growth
• Expansion ARR / ACV
• Growth in Zeta product footprint
• Customer health and risk reduction
• Executive relationship coverage
• Qualified strategic expansion pipeline
• Strategic account plan quality and execution
• Progression of value-led ZMP upgrades where appropriate
• Customer advocacy and reference creation
• Team capability, engagement and performance

Candidate Profile

The successful candidate will bring:

• Significant experience leading strategic enterprise customers within SaaS, marketing technology, data, CRM or adjacent enterprise technology
• A strong track record of protecting and materially growing complex enterprise accounts
• Experience managing multi-million-pound customer relationships and expansion opportunities
• Strong executive presence and credibility with C-suite and senior marketing, data and technology leaders
• Commercial instincts combined with a strong understanding of customer delivery
• Experience leading and developing strategic account, Customer Success or key account teams
• Ability to navigate complex matrix organisations and mobilise cross-functional resources
• Strong strategic account planning and enterprise relationship-management capability
• Understanding of complex enterprise technology buying and transformation cycles
• Ability to translate technology capability into measurable business value
• A collaborative, low-ego leadership style with high standards of accountability

The Mandate

Protect the base. Expand customer value. Grow Zeta’s footprint.

The Head of UK Customer Growth will be responsible for building a strategic Key Account Director organisation that turns Zeta’s UK installed base into a repeatable customer-growth engine and establishes the model for future EMEA scale.

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! 

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