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Yext · 3 hours ago

Senior Manager, Customer Success, Enterprise

New York, NY

Full-time

Onsite

Senior Level, Lead/Staff

$98K/yr - $208K/yr

10+ years exp

Yext is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere. As a Senior Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) to drive business outcomes and ensure customer retention, while collaborating with Sales and other departments to meet overall business goals.

AdvertisingEnterprise SoftwareKnowledge ManagementNatural Language ProcessingProduct SearchSaaSSearch EngineSoftwareVertical Search

Culture & Values

Responsibilities

Own customer retention and upsell strategies within the vertical, ensuring CSMs are presenting value to deliver measurable business outcomes to clients

Build a high-performing team of vertical experts who educate and guide clients using industry-specific language and insights

Partner with Sales, Support, and Services to align customer success efforts with overall business goals ensuring the voice of the customer

Align with sales focusing on forecasting accuracy

Successfully navigate high-value accounts to create opportunities for deeper relationships at the C-level, including conducting strategic business reviews and check-in points with clients

Develop and coach CSMs to stay ahead of industry trends, enhance their executive presence, and effectively identify and mitigate customer risk

Create mechanisms and frameworks that drive efficiency, eliminate bottlenecks, and enable the team to operate at scale

Influence discussions with senior leadership across business groups, advocating for customer needs while balancing internal resources and sustainability

Handle escalations, trade-offs, and high-impact decisions while simplifying complexity and mitigating risk

Set clear performance expectations and hold the team to high standards through accountability-based coaching

Foster a strong team culture that prioritizes growth, collaboration, and career development

Advocate for team-building efforts that enhance engagement, maintain high employee retention, and create a sense of ownership and purpose within the team

Understand and effectively communicate Yext’s value proposition, technology, processes, and partnerships as they related to the growth of the clients

Qualification

Customer SuccessPeople ManagementForecastingAnalytical SkillsDigital MarketingAccount ManagementExecutive PresenceClient PresentationsTeam BuildingCross-functional Collaboration

Required

10+ years in a customer-facing role with a strong track record in customer success, account management, or consulting

2+ years of people management/leadership experience

Proven ability to act independently, set strategic direction, and drive key initiatives forward

Strong executive presence with the ability to influence cross-functional stakeholders and senior leadership

Experience with forecasting, risk identification, and mitigation in a recurring revenue business

Deep analytical skills to assess customer health, retention drivers, and industry trends

Demonstrated ability to create scalable processes and best practices that drive efficiency and impact

Experience in Digital/Technology Account Management

Demonstrated partnerships with large clients and proven track record as a trusted advisor to clients

Deep understanding of the digital marketing industry and available products, in particular the local search space, with the ability to credibly articulate strategic insights for clients that are based on data/research

Ability to articulate the distinct aspects of products and position them against competitors

Leadership in developing world class client presentations

Ability to thrive in a fast pace environment with tight deadlines

Ability to build and maintain internal working relationships across global offices

Die hard drive to make clients successful