About Zeta

Zeta is a

Next-Gen Banking Tech
company that empowers banks and fintechs to launch banking products for the future. It was founded by

Bhavin Turakhia

and Ramki Gaddipati in 2015.

Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has over

1700+
employees - with over

70%
roles in R&D - across locations in the

US
,

EMEA
, and

Asia
. We raised

$280 million
at a

$1.5 billion
valuation from Softbank, Mastercard, and other investors in 2021.

Learn more @

www.zeta.tech

careers.zeta.tech

Twitter

About the Role

TheCustomer Success Manager (CSM)plays a pivotal role in ensuring Zeta’s clients succeed on theZeta'splatform. This role combinescustomer advocacy, technicalacumenand program leadershipto deliver measurable outcomes for large enterprise clients.

As a CSM, you will lead a team ofImplementation AnalystsandTechnical Support Engineersresponsible for onboarding,adoptionand continuous success of client programs. You will act as theprimaryclientliaisonpost-implementationdriving satisfaction, maximizing productutilization, resolvingescalationsandidentifyingopportunities for growth and innovation.

This is a leadership position that requires a deep understanding of thePayments/Banking domain, strong stakeholder managementskillsand the ability to thrive in a fast-paced, tech-driven environment.

Responsibilities

Client Success & Relationship Management

Serve as the primary point of contact for enterprise clientspost go-live, ensuring smooth adoption and high satisfaction

Establish strong governance with client stakeholders, conduct periodic reviews, and track KPIs against business outcomes

Act as a trusted advisor to clients, guiding them on best practices and helping themleverageZeta'sSaaS product’scapabilities effectively

Team Leadership

Lead and mentor a team of Implementation Analysts and Technical Support Engineers

Foster a collaborative, accountable, and growth-orientedteamculture.

Coach team members for professional advancement and cross-functional excellence

Operational Excellence & Escalation Management

Oversee resolution of client issues and escalations with speed,transparencyand ownership

Collaborate with internal engineeringandproductteams to drivetimelyfixes and communication

Continuously assess and improve post-implementation processes to enhance efficiency and performance

Cross-Functional Collaboration

Liaise closely with Product, Engineering and Release Management teams to ensure client requests are prioritized and implemented effectively

Provide domain and implementation insights to influence product strategy and roadmap

Customer Advocacy & Continuous Improvement

Monitor customer health metrics and satisfaction (CSAT, NPS) and proactively implement improvement plans

Translate customer feedback into actionable insights for internal teams

Maintain a deep understanding of the platform,productsand industry trends to help clients stay ahead

Skills

Strong domainexpertiseinPayments or Bankingismandatory

Excellent understanding ofAPIs, SQL, and cloud-native SaaS environments

Proventrack recordmanagingenterprise clients, handlingescalationsand achieving high customer satisfaction

Exceptionalstakeholder management,communicationandinfluencingskills.

Hands-on experience withprocess optimization,governanceandcustomer successoperations

Adata-driven mindsetwith a passion for technology, innovation, and client impact

Experience & Qualifications

Professionals with8+ years of experienceinCustomer Success, Program Management or Account Management within aTechnology / SaaS / Bankingenvironment

At least2+ years in a leadership rolemanaging customer-facing technical or implementation teams

Additional Information

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.

Manager - Technical Support

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