At a Glance
- Tasks: Lead customer growth strategy and build a high-performing team to enhance enterprise relationships.
- Company: Join Zeta, a forward-thinking tech company focused on customer success and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Other info: Be part of a diverse team that values collaboration and personal growth.
- Why this job: Make a significant impact by driving customer value and expanding Zeta's footprint in the UK.
- Qualifications: Experience in managing strategic enterprise accounts and strong leadership skills required.
The predicted salary is between 40500 - 49500 £ per year.
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.
- 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
- 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
- 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 Saa S, 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/
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Vice President, UK Customer Growth - CRM employer: Zeta Global
Zeta is an exceptional employer that fosters a vibrant work culture in the heart of London, offering employees the chance to thrive in the fast-paced world of programmatic advertising. With a strong emphasis on professional growth, Zeta provides comprehensive benefits including excellent medical, dental, and vision coverage, ensuring that team members feel valued and supported. The collaborative environment encourages innovation and allows for meaningful contributions to client success, making it an ideal place for those looking to make a significant impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President, UK Customer Growth - CRM
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zeta Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zeta Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Vice President, UK Customer Growth - CRM
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zeta Global:Your cover letter is your chance to shine! Tell us why you want to work at Zeta Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zeta Global!
How to prepare for a job interview at Zeta Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
