Senior Director - Customer Advocacy and Insights

Position Overview

Zeta is seeking a Sr Director of Customer Advocacy and Insights to lead our Customer Advisory Board (CAB) and Voice of Customer (VoC) programs—turning strong customer relationships into true partnerships and creating opportunities for customers to share their success. As a key point of connection for customer feedback you’ll make it easy for customers to engage with Zeta—whether that’s shaping what we build or partnering with us on stories references and co-marketing opportunities.

You’ll build and run a scalable Voice of Customer program—bringing structure to how we listen from our CAB and feedback channels to beta programs and follow-up. You’ll partner closely with Product Engineering Customer Success Sales and Marketing to make sure customer input is heard shared and acted on.

You’ll also work closely with Marketing and Communications to identify and elevate strong customer outcomes flagging opportunities for reference stories PR and co-marketing. Success looks like customer insights shaping product and go-to-market decisions strong participation in beta and early access programs and customers who are excited to advocate for Zeta and share the results they’re seeing.

Key Duties & Responsibilities

• Own the Customer Advisory Board (CAB) program including member strategy recruitment governance meeting agendas facilitation and executive-ready readouts.
• Lead the Voice of Customer (VoC) system for Product by consolidating feedback from CAB customer calls support themes renewals implementations and user communities into a single structured view.
• Support beta and early access programs that validate product direction capture structured learnings and feed launch readiness with clear insights and recommendations by providing access to client participants that can deliver sharp insights and critical feedback.
• Drive closed-loop follow-through on customer feedback by partnering with Customer Success Support Product Ops and Product Management to define action plans owners and response cadences translating themes into prioritization inputs and customer-visible updates.
• Own customer advocacy management and tracking across client references online reviews and customer stories. Recruiting and onboarding advocates managing approvals/readiness maintaining a centralized inventory matching advocates to requests and reporting usage and impact.
• Build the VoC operating model with Product Operations including standardized feedback capture across touchpoints intake workflows tagging/taxonomy tooling hygiene and reporting that makes feedback easy to find and act on.
• Align VoC insights with Product Marketing and GTM teams to inform positioning release communications and enablement—ensuring we reflect real customer language needs and objections.
• Own NPS/CSAT customer survey programs defining design sampling/cadence governance and translating results into clear drivers and prioritized actions by connecting quantitative trends with qualitative VoC themes and verbatims.
• Lead customer marketing communications tied to VoC product updates and advocacy including customer communications (emails newsletters webinars) developing content briefs coordinating speakers and messaging with Product Marketing and measuring engagement to improve reach and relevance.
• Plan and execute customer events that drive insight and advocacy (e.g. CAB in-person sessions roundtables user groups conference meetups) in partnership with Product Marketing/Field Marketing—owning run-of-show content inputs post-event feedback capture and stakeholder readouts.
• Report on VoC trends and outcomes through recurring dashboards and stakeholder updates that highlight top themes progress decisions made and impact.

Desired Qualifications

• 10+ years of experience in customer programs customer success product marketing or community/engagement roles within B2B SaaS.
• Demonstrated experience building and running a Customer Advisory Board structured Voice of Customer program and leading C-suite programs.
• Strong ability to synthesize qualitative and quantitative feedback into themes opportunities and clear recommendations for Product and Product Operations.
• Experience owning customer survey programs (e.g. NPS CSAT) including questionnaire design sampling/cadence analysis of drivers and stakeholder-ready reporting (experience with common survey/VoC platforms and BI tools a plus).
• Operational rigor: comfortable defining processes maintaining a feedback repository and driving a closed-loop system with clear owners SLAs and follow-through.
• Tools: Salesforce Qualtrics (or similar survey/VoC platforms) Zoom/webinar platforms and customer gifting/engagement tools (e.g. Sendoso); experience with ZMP a plus.
• High ownership and bias to action—able to independently set priorities manage multiple workstreams and deliver on timelines.
• Executive presence and facilitation skills; confident engaging with senior customer stakeholders and internal leaders.
• People leadership experience (managing FTEs and/or internship programs) including hiring coaching and delivering clear performance feedback.
• Experience planning and running customer-facing events and programs (virtual and in-person) including agenda design speaker/stakeholder management and capturing measurable outcomes (insights references/advocacy engagement).
• Experience with customer marketing (emails/newsletters and webinar programming) including content planning segmentation and performance reporting.
• Experience managing customer advocacy/reference motions (customer stories reference matching review generation); familiarity with advocacy/reference management platforms is a plus.
• Customer-first mindset with the ability to probe for root cause separate symptoms from needs and frame tradeoffs for product decision-making.

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire grow and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP) our vision is to make sophisticated marketing simple by unifying identity intelligence and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more go to www.zetaglobal.com.

BENEFITS & PERKS

• Unlimited PTO
• Excellent medical dental and vision coverage
• Employee Equity
• Employee Discounts Virtual Wellness Classes and Pet Insurance And more!!

SALARY RANGE

The salary range for this role is $170000 - $185000.00 depending on location and experience. 

PEOPLE & CULTURE AT ZETA

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 

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What We Do

Zeta Global (NYSE: ZETA) is the AI Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire grow and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP) our vision is to make sophisticated marketing simple by unifying identity intelligence and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world.

Why Work With Us

At Zeta people have the freedom to think creatively take initiative and grow. We value curiosity innovation and teamwork empowering everyone to use AI and technology in smarter ways to drive impact for clients consumers and each other while shaping the future together.

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