Manager - Technical Support

Job Description About Zeta Zeta is aNext-Gen Banking Techcompany that empowers banks and fintechs to launch banking products for the future. It was founded byand 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 over1700+employees - with over70%roles in R&D - across locations in theUS,EMEA, andAsia. We raised$280 millionat a$1.5 billionvaluation from Softbank, Mastercard, and other investors in 2021. Learn more @,,, 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