Group Vice President - Customer Growth, CRM

The Group Vice President, UK Customer Growth will lead Zeta’s strategy to protect, grow and materially expand its existing UK enterprise customer base.

This is a senior, hands-on player-coach role combining strategic account leadership, executive customer engagement, commercial growth, forecasting and a strong understanding of customer delivery.

The successful candidate will personally own a significant portfolio of enterprise customers and lead the growth agenda across Zeta’s highest-value UK relationships, while also developing the wider UK customer account organisation.

The role is focused exclusively on existing customer growth rather than new-logo acquisition.

The GVP will establish an integrated Protect & Grow model across priority customers, aligning Account Management, Customer Success, Sales, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery around shared customer outcomes.

The ambition is to drive multi-year, multi-million-pound expansion across Zeta’s largest customer relationships, not incremental upsell.

Key Responsibilities

Protect and Grow the UK Customer Base

• Own retention, Net Revenue Retention (NRR) and existing-customer revenue growth across priority UK enterprise accounts.
• Lead the strategic growth agenda for Zeta’s highest-value customers.
• Build multi-year account growth strategies aligned to customer business, marketing, data and technology priorities.
• Identify and develop significant cross-sell and expansion opportunities across the Zeta portfolio.
• Translate renewal cycles, transformation milestones and buying signals into structured expansion pathways.
• Establish a scalable Protect & Grow model for future EMEA expansion.

Lead Strategic Customer Growth

• Act as senior strategic account lead for Zeta’s most important UK customers.
• Develop account-specific growth hypotheses based on customer strategy, priorities and technology landscape.
• Personally originate, progress and close complex, multi-million-pound expansion opportunities.
• Orchestrate long-cycle enterprise deals across multiple stakeholders, products and internal teams.
• Own commercial strategy, deal progression and executive alignment on major expansion opportunities.
• Identify whitespace to increase Zeta’s share of customer marketing and technology investment.
• Build and maintain a qualified strategic expansion pipeline focused on material growth.

Executive Customer Leadership

• Build trusted relationships with CMOs, CIOs, CDOs, CEOs and other senior executives.
• Operate credibly with Executive Committee and Board-level stakeholders.
• Elevate relationships from operational to economic buyer and executive sponsor level.
• Lead strategic conversations on transformation, investment, growth and long-term partnership.
• Ensure executive coverage, stakeholder mapping and sponsorship across all priority accounts.
• Run executive business reviews, workshops and transformation sessions.
• Act as escalation point for Zeta’s most strategic UK customers.
• Mobilise Zeta executive sponsors where they can add maximum value.

Drive Strategic Expansion

• Translate customer priorities into compelling Zeta value propositions.
• Coordinate expansion across Zeta capabilities including data, identity, AI, lifecycle marketing, loyalty, personalisation, activation, media and services.
• Introduce additional Zeta capabilities in a value-led, non-disruptive way.
• Ensure expansion is driven by measurable customer outcomes, not product push.
• Partner with enterprise sellers and specialists on complex opportunities.
• Mobilise cross-functional resources around key deals.

Own Expansion Pipeline and Forecasting

• Own existing-customer growth forecasting and strategic expansion pipeline across the UK portfolio.
• Maintain visibility of renewal timing, customer health, risk and expansion potential.
• Ensure all material opportunities have clear value hypotheses, ownership and timelines.
• Build sufficient qualified pipeline to support UK growth targets.
• Partner with Sales Operations and Finance on forecasting and performance reporting.
• Hold teams accountable for both retention and growth outcomes.

Create One Strategic Account Model

• Establish unified account plans for all priority customers.
• Ensure clear ownership, roles and decision rights across account teams.
• Eliminate fragmented motions across Sales, Customer Success and Account Management.
• Align all functions (Sales, CS, Strategy, Product, Marketing, Delivery) around shared outcomes.
• Ensure delivery and customer success are tightly linked to long-term growth.
• Maintain accurate customer intelligence, stakeholder mapping and activity tracking in Salesforce and Gong.

Customer Value and Delivery Alignment

• Maintain strong understanding of Zeta’s products, delivery and implementation model.
• Partner with Delivery and Solution Consulting to align ambition with feasibility and value.
• Identify delivery, adoption and product risks early and coordinate resolution.
• Ensure commitments are grounded in product readiness and delivery capability.
• Maintain feedback loops between customers and Product leadership.
• Stay close enough to delivery to ensure commercial strategy reflects customer reality.

Strategic Account Discipline

• Establish consistent account planning, QBRs, health checks and pipeline reviews.
• Ensure account strategies are grounded in customer business outcomes.
• Introduce research-led account planning using market, financial and customer intelligence.
• Equip teams to lead discovery with informed hypotheses, not open-ended questioning.
• Build repeatable playbooks for growth, retention and expansion motions.
• Establish clear operating rhythms across the Protect & Grow organisation.

Leadership and Culture

• Build a high-performance, collaborative and customer-first culture.
• Develop a unified “One Zeta” approach to strategic customers.
• Coach teams in commercial thinking, executive engagement and strategic planning.
• Ensure Account Management, Customer Success, Sales and specialists operate as one team.
• Share accountability and recognition across account teams.
• Develop future customer leaders and create clear progression paths.
• Role-model low-ego, high-accountability leadership.

Success Measures

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Existing-customer revenue growth
• Expansion ARR / ACV
• Qualified strategic expansion pipeline
• Forecast accuracy
• Product and solution footprint expansion
• Customer health and risk reduction
• Executive and Board-level relationship coverage
• Quality of strategic account plans
• Multi-million-pound opportunity creation and progression
• Value-led ZMP and expansion adoption
• Customer advocacy and references
• Team performance and engagement
• Strategic account capability maturity

Candidate Profile

The ideal candidate will bring:

• Deep experience in enterprise account leadership within SaaS, MarTech, data, CRM or adjacent technology sectors.
• A proven track record of materially growing existing enterprise customers and closing multi-million-pound expansions.
• Ownership of a significant enterprise customer portfolio with accountability for revenue, pipeline and forecasting.
• Experience in roles such as Strategic Account Director, Global Account Director, Client Partner, Impact Partner or VP Customer Growth.
• Strong ability to build and execute multi-year account strategies.
• Demonstrated success in complex, long-cycle enterprise deal orchestration (12–24+ months).
• Strong executive presence with credibility at C-suite and Board level.
• Ability to translate technology capability into clear business value and investment cases.
• Strong commercial ownership across pipeline creation, qualification, negotiation and deal execution.
• Experience navigating complex matrix organisations and mobilising cross-functional teams.
• Strong understanding of enterprise buying, procurement and transformation cycles.
• Ability to lead major accounts while developing teams and operating models.
• Collaborative, low-ego leadership style with high accountability standards.

Particularly Relevant Backgrounds

• VP Strategic Accounts
• VP Client Partner
• VP Customer Growth
• Global Account Director
• Strategic Client Partner
• Senior Key Account Director
• Enterprise Client Partner
• Strategic Account VP

The strongest candidates will combine senior enterprise commercial leadership with meaningful customer delivery understanding, rather than experience limited to either new-logo sales or pure Customer Success.

The Mandate

Protect the base. Expand customer value. Grow Zeta’s footprint.

The Vice President, UK Customer Growth will own the UK installed base growth agenda, lead Zeta’s most strategic customer relationships, and build a scalable Protect & Grow model that drives sustained multi-million-pound enterprise expansion and supports future EMEA growth.

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!

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