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About the Role

Lead Zeta’s strategy to protect, grow, and expand its existing UK enterprise customer base. This senior leadership role combines strategic account management, executive customer relationships, commercial growth, and delivery leadership. 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.

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
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
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, personalization, 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
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
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
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

Requirements

Significant experience leading strategic enterprise customers within SaaS, marketing technology, data, CRM, or adjacent enterprise technology
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 organizations and mobilize 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

Skills

Strategic account management
Executive customer relationships
Commercial growth
Delivery leadership
Retention
Expansion
Customer value
Cross-sell
Salesforce
Gong
SaaS
Marketing technology
Data
CRM
Enterprise technology
Executive presence
Commercial acumen
Account planning
Relationship management
Strategic thinking
Communication
Leadership
Team building
Coaching
Negotiation
Problem-solving

Location

Work Type

Full-time

Experience Level

Senior leadership
VP

About the Company

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/
ZETA IN THE NEWS! https://zetaglobal.com/press/?cat=press-releases

Equal Opportunity

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.