Yext
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Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere — across AI search, traditional search, social media, websites, and direct communications. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real-time insights to AI-driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!
As a Director, Customer Success - 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.
What You’ll Do
- 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
What You Have
- 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 is required
- 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
#LI-MF1
Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee’s job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave. Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.
Yext is an equal opportunity employer committed to building a results-driven, engaging culture where every employee has the opportunity to contribute to the success of the Company, perform at the highest possible level, and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics, and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience, Yext can remain at the forefront of innovation, and better serve its customers.
It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.
Security Alert
All legitimate Yext communications come from @yext.com email addresses. Messages from other domains (for example, @yext.team) are not authorized and are likely fraudulent. If you receive a message that seems suspicious, do not share personal information, click on links, or provide payment. Instead, please report the communication to security@yext.com.
Ready to apply?
Apply to Yext
Customer Success Manager, Enterprise - Financial Services
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Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere — across AI search, traditional search, social media, websites, and direct communications. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real-time insights to AI-driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!
We are looking for a Customer Success Manager, Enterprise - Financial Services, to drive adoption and maximize the value of the Yext platform with a strong commitment to learning. You will be responsible for partnering with Financial Services enterprise-level customers, understanding their priorities and pain points, and ensuring that they optimize their Yext investment. CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams.
What You’ll Do
- Manage a portfolio of assigned Financial Services enterprise-level 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
- 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
- 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
What You Have
- BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
- A minimum of 4 years of experience in a strategic CSM role with a proven track record of managing enterprise-level customers within the Financial Services industry.
- Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
- 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
#LI-MF1
Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee’s job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave. Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.
Yext is an equal opportunity employer committed to building a results-driven, engaging culture where every employee has the opportunity to contribute to the success of the Company, perform at the highest possible level, and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics, and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience, Yext can remain at the forefront of innovation, and better serve its customers.
It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.
Security Alert
All legitimate Yext communications come from @yext.com email addresses. Messages from other domains (for example, @yext.team) are not authorized and are likely fraudulent. If you receive a message that seems suspicious, do not share personal information, click on links, or provide payment. Instead, please report the communication to security@yext.com.
Ready to apply?
Apply to Yext