Program Manager

Program ManagerZeta Global helps brands build stronger customer relationships through data-driven marketing. Zeta's Marketing Platform (ZMP) is an AI-enabled Martech solution that supports customer acquisition, retention, and growth through personalized engagement.The platform supports use cases across messaging, loyalty, and customer experience, with solutions designed to scale for enterprise and mid-market organizations. Zeta works with brands across North America, Europe, and Asia-Pacific to deliver measurable marketing performance.The Program Manager (PgM) is a strategic, client-facing delivery leader responsible for orchestrating all contracted activities across a defined customer portfolio. This role acts as a trusted partner to clients, Customer Success, Sales, Product, and delivery teams, ensuring Zeta's commitments are translated into measurable business outcomes, strong governance, and a high-quality client experience from onboarding through ongoing growth.ResponsibilitiesThis role works in close partnership with Customer Success to support the client delivery strategy within an assigned customer portfolio. The Program Manager manages smaller projects and retainers directly and partners with assigned Project Managers on complex implementations, ensuring delivery is commercially aware, client aligned, outcome focused, and connected to the broader account strategy owned in partnership with Customer Success.The Program Manager contributes to portfolio delivery performance by partnering with Customer Success and delivery teams to manage scope, timelines, financial stewardship, risk, stakeholder confidence, client satisfaction, and alignment between delivery activity and the client's broader business objectives.Responsibilities include:Works with Customer Success and delivery teams across the client lifecycle, from onboarding through ongoing delivery, adoption support, and renewal readiness.Serves as a client-facing delivery partner alongside Customer Success, building trusted relationships with senior client stakeholders, understanding their business priorities, and supporting timely, transparent, and commercially aware communication.Acts as an escalation point for delivery, resourcing, and service issues within the assigned portfolio subset (aligned to region, product, or vertical), driving cross-functional resolution and clear decisioning.Ensures delivery of all contracted activities for each assigned client, maintaining scope of alignment, prioritization discipline, and on-time execution against commitments.Plans, schedules, and forecasts retainer work, including capacity planning, utilization tracking, and short- and long-range delivery roadmaps.Manages retainer financials, including forecasting, burn tracking, invoicing inputs (as applicable), and proactive identification of risks, constraints, and opportunities.Leads delivery of smaller projects where no dedicated Project Manager is assigned (e.g., smaller implementations or single-consultant engagements), including management of timeline, scope, risks, and stakeholders.Coordinates closely with assigned Project Managers on complex implementation work, ensuring effective dependency management, governance alignment, and consistent client communications.Manages resources across all retainers and small-project delivery, balancing competing priorities across the portfolio, and proactively escalating resourcing constraints.Leads and/or participate in key client and internal governance forums (e.g., kickoffs, steering committees, executive reviews), ensuring agendas, decisions, action items, and follow-ups are captured and executed.Owns portfolio-level risk, issue, and dependency management; maintains RAID logs as appropriate and escalates to the Program Director (PgD) with recommended mitigation plans.Controls scope and budget across active client assignments, including change awareness, impact assessment, and alignment of delivery plans to contractual terms.Partners closely with Customer Success and Sales to connect delivery execution to account strategy, renewal priorities, adoption goals, expansion opportunities, and long-term client value. Supports Customer Success in translating client objectives, commercial context, and strategic priorities into practical delivery plans, helping clients make informed trade-off decisions across scope, timing, resourcing, risk, and value.Provides internal and client-facing performance reporting, including status updates, KPI tracking, written progress reports, executive-ready summaries, and insight-led recommendations that help clients and Zeta leadership make informed decisions.Drives continuous improvement in client engagement delivery by identifying recurring issues, recommending process enhancements, strengthening delivery playbooks, and sharing best practices across Customer Success, PMO, and delivery teams.Manages interdependencies, risks and issues across all account projects, and works with any assigned project managers to ensure risk on smaller projects is managed, reported and mitigated effectively at an account-level.Establishes program governance and controls, tailoring these to the size, scope and complexity of the account and reporting needs of each client.Serves as a first escalation point for clients and internal stakeholders during delivery.This role requires strong human judgement, client empathy, commercial awareness, executive presence, and the ability to navigate ambiguity across senior stakeholders. While AI and automation can support reporting, administration, and insight generation, the value of this role is grounded in relationship leadership, strategic decision-making, negotiation, prioritisation, and cross-functional influence that technology cannot replace.Salary range for this role is $100,000 - $150,000, depending on location and experience.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.