Director of Customer Success, Yext
Healthcare
$129.6-237.5k
Brand visibility platform
Be an early applicant
Brand visibility platform
1001+ employees
Be an early applicant
$129.6-237.5k
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- 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
- Healthcare vertical experience is required
- 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
What the job involves
- As a Director, Customer Success - Healthcare, you will lead a team of CSMs dedicated to driving measurable business outcomes and ensuring customer retention through deep industry expertise
- You will set high-level retention goals, manage key performance indicators (KPIs), and foster cross-functional collaboration with Sales, Support, and Services
- In this role, you will develop a team of thought leaders who stay ahead of industry trends and tailor engagements using the client’s language
- Partnering closely with Sales leadership, you will enhance forecasting accuracy, proactively identify risks, and implement mitigation strategies
- Additionally, you will drive CSM enablement, ensuring presentations and engagements are industry-specific and client-centric while equipping the team with forward-thinking insights and emerging trends
- 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
Our take
The way people discover brands has changes dramatically over the years and it's no longer just about showing up on a website or ranking well on Google. Customers are finding businesses through AI-powered search, social platforms, maps, voice assistants, apps, and direct messages, often all at once. in this always-on world, brands need to be accurate and visible across countless digital touchpoints, or they risk being overlooked entirely.
Yext is a local brand visibility platform helping businesses make sure customers can find them wherever discovery happens. By using billions of trusted data points, Yext gives companies a clear picture of how their brand is performing and provides the tools they need to manage lising, content, and engagement across search engines, social platforms, websites, and emerging AI experiences. So essentially, they help brands stay visible, trustworthy, and in cotnrol of how they show up online.
The company has been around long enough to see the digital landscape change again and again, yet it continues to adapt as new technologies reshape how people search and engage. By evolving alongside AI and modern discovery tools, Yext has proven it's not just keeping up with the pace of change but helping brands confidently navigate whatever comes next.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2016
$0.5m
LATE VC
Jun 2014
$50.3m
SERIES F
Total funding: $118.3m
Company benefits
- Comprehensive Benefits Programme: Our top priority is maintaining our employees' and their families' health and well-being. We offer a robust benefits program, including top-quality health insurance (medical, dental, and vision), paid parental leave, a 401(k) with a match or retirement pension plan, equity, commuter benefits, and more
- Invested in Your Wellbeing: In addition to our top-tier benefits, we offer a holistic wellness program with physical and mental health perks that go beyond the basics. A few employee-favorite perks are our premium, no-cost Calm subscription for relaxation and mindfulness and monthly ClassPass credits for everything from workouts to wellness experiences (cold plunge or massage, anyone?). Run out of credits? No sweat — you can snag more at a discounted rate!
- Collaborative Workspaces: Yext has workspaces in some of the world's greatest cities — from our HQ in New York City to those in Budapest, Greater Washington DC, Hyderabad, London, and Paris. Many teams follow a hybrid work model, giving employees the flexibility to work remotely while also connecting in person at any of our offices. These modern, vibrant spaces are designed for collaboration, fostering the spontaneous interactions and knowledge-sharing that define our global culture.
- Stay Informed: Our leadership team prioritizes transparency at every level, keeping employees informed through newsletters, regular updates, and quarterly company-wide meetings. These forums dive into industry trends, celebrate wins, break down post-earnings results, and outline what's ahead.
- Life-Work Balance: We're all about working hard and having fun, but we know there's no pause button when the workday ends. Our employees wear many hats — parents, caregivers, mentors, volunteers, and more — and we're dedicated to helping blend the best of both worlds. That's why we offer flexible vacation, paid holidays, and sick days, giving you the time to recharge and focus on what matters most with the people you love most.
- Upward Mobility: Career growth isn't just encouraged at Yext — it's a priority. With internal mobility at the heart of our culture, over 20% of our hires in 2024 came from within! Through our Upward Mobility program, we invest in our people by providing opportunities to explore new roles, expand skills, and take on fresh challenges. Whether you're looking to grow in your current role or take your career in a new direction, we're here to support your journey every step of the way.
Company HQ
Chelsea, New York, NY
Leadership
Michael Walrath
(CEO & Chairman)Michael has served as the CEO of Yext since 2009. He is also the Founder of Ohoopee Match Club and co-founder of Atlas Films and WGI Group.
Darryl Bond
(CFO)Darryl initially joined Yext as a Corporate controller in 2015. Since then he has held a number of roles and became CFO in 2022. Previously, he spent 12 years at Ernst & Young, joining in 2002 as a Manager of Assurance Service and becoming Senior Manager of Transaction Advisory Services in 2010.
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