Manager - Technical Support

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.

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About the Role 

The Customer Success Manager (CSM) plays a pivotal role in ensuring Zeta's clients succeed on the Zeta's platform. This role combines customer advocacy, technical acumen and program leadership to deliver measurable outcomes for large enterprise clients. 

As a CSM, you will lead a team of Implementation Analysts and Technical Support Engineers responsible for onboarding, adoption and continuous success of client programs. You will act as the primary client liaison post-implementation driving satisfaction, maximizing product utilization, resolving escalations and identifying opportunities for growth and innovation. 

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

• Serve as the primary point of contact for enterprise clients post 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 them leverage Zeta's SaaS product's capabilities effectively

• Lead and mentor a team of Implementation Analysts and Technical Support Engineers 
• Foster a collaborative, accountable, and growth-oriented team culture. 
• Coach team members for professional advancement and cross-functional excellence 

• Oversee resolution of client issues and escalations with speed, transparency and ownership 
• Collaborate with internal engineering and product teams to drive timely fixes and communication 
• Continuously assess and improve post-implementation processes to enhance efficiency and performance 

• 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 

• 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, products and industry trends to help clients stay ahead 

• Strong domain expertise in Payments or Banking is mandatory 
• Excellent understanding of APIs, SQL, and cloud-native SaaS environments 
• Proven track record managing enterprise clients, handling escalations and achieving high customer satisfaction 
• Exceptional stakeholder management, communication and influencing skills. 
• Hands-on experience with process optimization, governance and customer success operations 
• A data-driven mindset with a passion for technology, innovation, and client impact

• Professionals with 8+ years of experience in Customer Success, Program Management or Account Management within a Technology / SaaS / Banking environment 
• At least 2+ years in a leadership role managing customer-facing technical or implementation teams 

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.