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 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

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

Operational Excellence & Escalation Management

Cross-Functional Collaboration

Customer Advocacy & Continuous Improvement

Skills

Experience & Qualifications