Customer Success Manager, Enterprise

Yext; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading digital presence platform is seeking a Customer Success Manager to enhance customer satisfaction and drive product adoption. The role involves managing customer relationships, executing strategic success plans, and collaborating with various teams to ensure clients maximize their investment in the Yext platform. Candidates should possess a BA/BS degree and have at least 2 years of relevant experience, along with strong analytical and communication skills.

Qualifications

• Minimum 2 years of experience in a customer-facing role.
• Knowledge of digital marketing technologies preferred.
• Experience with subscription GTM approaches for customer success management.

Responsibilities

• Manage a portfolio of assigned customers, focusing on adoption and retention.
• Build and maintain strong relationships with customers.
• Analyze customer data to identify upsell opportunities.

Skills

Customer-centric mindset

Analytical skills

Negotiation skills

Communication skills

Problem-solving skills

Education

BA/BS degree in Sales, Business, Marketing, or Computer Science

Job description

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, 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 (CSM) to drive adoption and maximize the value of the Yext platform with a strong commitment to learning. You will be responsible for partnering with customers, understanding their priorities and pain points, and ensuring 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

1. Manage a portfolio of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction.
2. Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities.
3. Collaborate with Support, Product Management, Services, and GTM teams to share customer feedback and advocate for our customers internally.
4. Become an expert on the Yext platform and products.
5. Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals.
6. Conduct regular reviews, provide progress updates, and demonstrate the value of Yext products and services.
7. Stay updated with industry trends and share insights and recommendations with customers.
8. Share product roadmap updates, guide customers on new features, and help them achieve KPIs.
9. Identify opportunities for growth through data analysis and collaborate with Sales and Solution Engineering to pursue upsell and cross-sell opportunities.
10. Manage renewals and mitigate risks by understanding customer cues, taking preemptive measures, and collaborating on renewal strategies.
11. Provide accurate forecasts for renewals.

What You Have

1. BA/BS degree in Sales, Business, Marketing, or Computer Science preferred.
2. At least 2 years of experience in a customer-facing role managing enterprise customers.
3. Knowledge of digital marketing technologies and platforms.
4. Familiarity with listings networks like Google, Apple, Facebook, and experience with multi-location marketing strategies.
5. Experience with SEO and digital media is preferred.
6. Strong analytical skills to interpret performance data and communicate value.
7. Experience with subscription GTM models and managing predictable revenue streams.
8. Customer-centric approach and strategic thinking skills.
9. Excellent project management, negotiation, and communication skills.
10. Adaptability, flexibility, and interpersonal skills.

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Yext values diversity and is committed to creating an inclusive environment. We welcome applicants of all backgrounds and are dedicated to providing reasonable accommodations for individuals with disabilities. If you need assistance, please complete this form.