Senior CS Operations Director, Yext
$184-276k
Digital media technology services
Be an early applicant
Digital media technology services
1001+ employees
Be an early applicant
$184-276k
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- 10+ years of general experience in strategy/operations roles (Strategic Planning, Corporate Strategy, Consulting, Revenue Operations, etc). SaaS based experience in a publicly traded company strongly preferred
- Demonstrated experience leading strategy, operations, or analytics teams within a Customer Success, Revenue or GTM function
- Ability to work independently and in a fast paced environment with tight deadlines, with minimal supervision
- Strong ability to structure ambiguous problems, analyze complex data, and derive insights that drive strategic decision-making
- Experience shaping the structure, engagement models, and operational frameworks of a growing organization
- Proficiency in commonly used sales tools (Salesforce, Clari, Zendesk, Tableau, etc), including basic admin and reporting
- Experience in data analysis - deriving actionable insights from complex data sets
- Moderate to advanced understanding of commercial principles (deal structuring, proposal management) and pricing & packaging
- General understanding of finance and accounting principles preferred (GAAP, SOX, FASB/ASC 606, etc)
- Comfortable in program management, gathering and documenting business requirements, presenting findings to executive stakeholders of all levels
- Experience presenting to and influencing C-level executives and senior stakeholders
What the job involves
- The Sr. Director of CS Strategy & Operations, will be a key leader in driving operational efficiency, strategic planning, and data-driven decision-making within the Customer Success team
- This role will focus on leveraging data and insights to optimize processes, systems, and tools, enabling the teams to deliver exceptional customer experiences, reduce time to resolution, and scale effectively as the company grows
- This role will be a key contributor to high visibility strategic initiatives, and act as a key member of the CS and GTM Strategy leadership team
- It is a deeply collaborative and cross functional role, and is a critical piece of shaping our customer journey and improving retention
- Develop, enforce, and iterate on an Operating Cadence for the CS functions to ensure visibility and transparency into the internal rhythm and operational deliverables of the business, and aligned expectations across functional groups
- Assess the effectiveness of existing forecasting processes, and create + implement new frameworks where necessary, while working with cross functional stakeholders to ensure process alignment (ex. Renewal forecasting responsibility between Sales and Customer Success)
- Oversee the selection and optimization of tools, systems, and applications that are currently in the Yext tech stack, or are identified as necessary to support the requirements of the business. This will include significant collaboration with IT + BizApps in technical selection, implementation, and configuration design + execution
- Work as a business partner to the Yext Insights and Business Intelligence teams to develop requirements on which KPIs are critical to support visibility into the business, and will produce meaningful actionable insights
- Partner with CX and Sales leadership in formulating the strategic vision of each functional group, including organizational structure, coverage and engagement models, key business processes, and the post-sale customer journey
- Improve and iterate on the process of customer sentiment management, including what data/feedback to capture and where, what insights to derive from data, and how to communicate to the business + operationalize
- Identify inefficiencies and implement automation strategies to streamline CS workflows, improving scalability and reducing manual efforts
- Define and refine CS processes that drive customer adoption, expansion, and retention, ensuring alignment with business objectives
- Lead change management efforts for new processes, tools, and strategies, ensuring adoption and alignment across 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.
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