Director of Customer Success, Yext
Healthcare
$109.3-244.5k
Digital media technology services
Be an early applicant
Digital media technology services
1001+ employees
Be an early applicant
$109.3-244.5k
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
- 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 Manager/ Sr Manager of Customer Success for 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
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 values
- Curious
- Self-starting
- Collaborative people
Company HQ
Chelsea, New York, NY
Articles
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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