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 feedb