Senior Director of Customer Experience, Yext
Digital Transformation
$180-270k
Digital media technology services
Open for applications
Digital media technology services
1001+ employees
Open for applications
$180-270k
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- MBA or advanced degree in Business, technology, or a related field
- 10+ years in Customer Success within a B2B SaaS or Marketing technology company is required
- 5+ years leading digital transformation programs, onboarding models, customer journeys, VOC to scale CS initiatives — with measurable impact on retention, product adoption, and NRR
- Relevant CX and/or Digital Transformation certifications (Customer Experience Professional (CCXP), Digital Transformation Professional (CDTP®), Organizational Design For Digital Transformation etc.) are highly desired
- Experience launching AI-informed success motions, chatbots, and GenAI tools to enhance digital support and customer outcomes
- Proven track record of achieving NRR improvements and reducing churn through data-driven digital engagement and scaled customer success strategies
- Expertise with digital customer success and analytics tools, such as Salesforce and Marketo
- Strong analytical mindset and data fluency, with experience in business intelligence platforms to drive insights into executive decision-making frameworks
- A collaborative, customer-centric leader with excellent communication skills and cultural awareness, adept at working across global teams
- Flexible, adaptable, and experienced in a high-growth, dynamic environment focusing on continuous improvement
- Excellent communication skills, verbal, written, and presentation
- Experience in global customer engagement strategies and familiarity with agile, test-and-learn methodologies for iterative program improvement
What the job involves
- The Senior Director, Customer Experience - Digital Transformation, is responsible for developing and executing strategic digital initiatives to achieve the company’s goals in reaching, converting, engaging and retaining lower mid-enterprise to SMB customer cohorts across all digital touchpoints
- Reporting to our COO, the role’s focus is to optimize the customer journey, drive customer adoption and engagement, and enhance retention through collaborative efforts with Marketing, Product, Data Teams, and Sales Operations while maximizing efficiency and achieving key financial and operational targets
- Develop and oversee a best-in-class 1:many engagement model to provide strong customer value and maximize platform utilization across the our mid-market and SMB customer segments
- Partner with Product, Marketing, and Customer Service and Support teams to ensure a cohesive customer engagement experience across all channels, maximizing value generation to drive adoption, retention and positive customer sentiment
- Analyze customer behavior against levers of revenue and retention, designing initiatives to tackle opportunities to adjust behaviors for our scale segments
- Drive continuous improvement across digital engagement and 1:many programs, optimizing workflows and leveraging emerging technologies to increase efficiency and adoption
- Identify and lead the implementation of solutions that enable more effective digital and scale customer success, supporting a proactive approach to customer retention and expansion at scale for our extensive customer base
- Track and manage key operational and financial metrics and proactively conduct and use analytics to establish and reinforce activities to achieve key company goals related to scaled customer success
- Work with GTM, partner, marketing and field teams to drive successful growth of the segments
- Monitor and share industry best practices and act as thought leader internally and externally regarding successful scaled customer strategies
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.
Share this job
View 22 more jobs at Yext