Senior Customer Success Manager, Yext
Reseller, Bilingual English & German
Digital media technology services
Be an early applicant
Digital media technology services
1001+ employees
Be an early applicant
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
- A minimum of 5+ years of experience in a customer-facing role (for example, in BDR, Customer Service/Support, Sales, or CSM) with a proven track record of managing enterprise-level customers and/or alliance/reseller partner
- Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
- Familiarity with web and development technologies such as HTML, CSS, JavaScript, XML, React, Rest APIs and JSON
- Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategy for multi-location businesses
- Work experience in organic search/ local SEO within digital media preferred
- Strong ability to develop insights from performance data and present a value story to key stakeholders
- Experience with subscription GTM approaches for customer success management and renewals
- Proven ability to manage a book of business with high gross retention & predictability
- Customer-centric mindset - put the customer's needs first, actively seek feedback, and continuously strive to improve the customer's experience with the product or service
- Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them
- Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment
- Familiarity with Challenger Sales Methodology is a huge plus
- Strong negotiation, influencing, and closing skills
- Adaptability and flexibility mindset
- Outstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels
What the job involves
- We are looking for a Senior Customer Success Manager (CSM) for our Reseller team, to drive adoption and maximize the value of the Yext platform with a strong commitment to learning and providing higher-level technical guidance
- You will be responsible for partnering with customers, understanding their priorities and pain points, and ensuring that they realize value from their Yext investment
- CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams
- Manage a portfolio of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
- Be a trusted Partner: Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities
- Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customers
- Be an expert on the Yext platform and products
- Drive Adoption and Optimization: Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals
- Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and services
- Recommend improvements to customers' usage of the Yext platform
- Deliver Industry Insights and Yext Product Expertise: Stay up to date with industry trends and best practices and share insights and recommendations with customers
- Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer’s business objectives and help with achieving KPIs
- Advise on how new Yext offerings fit into customer environments and enhance their results
- Lead workshops to help customers leverage the full value of Yext solutions
- Identify Opportunities for Growth: Analyzing customer data to identify upsell & cross sell opportunities
- Collaborate with Sales and Solution Engineering to pursue growth opportunities
- Renewals & Risk Management: Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment
- Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals
- Provide accurate renewals forecast
- Technical Guidance: Experience or knowledge around common platform integrations and how they are commonly configured, troubleshot, and optimized
- Leverage an understanding of our Resellers’ environments and use cases to influence their ability to realize the value of their existing solutions, provide guidance on new use cases, and help to influence Yext's capabilities roadmap with the product teams
Our take
Yext seeks to bridge the gap between the online and physical worlds for clients, including FedEx and Citibank, by providing a means of updating company information like store hours, across a multitude of secondary sites.
Yext's view is that the way people use the internet is moving more and more towards people wanting to get answers to questions with as little friction as possible. The company is building a suite of technological solutions to help companies serve up answers to people's questions more easily.
Yext has remained focused on updates and advancements to progress its features, such as the 2023 launch of its conversational AI - Yext Chat - fueling the company's emphasis on building and managing its customer and employee search experiences.
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
- Work From Anywhere
- Stay Informed
- Invested in Your Wellbeing
- Go Beyond Work-Life Balance
- Upward Mobility
Company HQ
Chelsea, New York, NY
Leadership
Brian Distelburger
(Co-Founder)Has served the company in a variety of Executive roles, including President & COO and CRO. Former Director at Traffix and COO at Consumer Digital.
Salary benchmarks
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