Yext is seeking a Director, Customer Success, Enterprise to lead a team of Customer Success Managers (CSMs) in driving measurable business outcomes and ensuring customer retention through deep industry expertise. The ideal candidate will have 10+ years of experience in customer-facing roles, 2+ years of people management experience, and a strong track record in customer success, account management, or consulting.
Requirements
- 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
Benefits
- Medical, dental and vision benefits
- Life insurance
- Short term and long-term disability
- 401(k) retirement plan
- Vacation and sick leave
