Customer Success Manager, Enterprise

Yext • New York, NY

23h • $80,100 - $157,000

About The Position

Yext is hiring a Customer Success Manager, Enterprise to drive adoption of its platform and maximize customer value. The role partners with healthcare enterprise customers to understand their priorities and pain points and help them optimize their Yext investment. The Customer Success Manager works closely with Sales, Solution Engineering, Product Management, Support, Services, and go-to-market teams.

The role manages a portfolio of healthcare enterprise customers, serving as their primary post-sales contact and internal advocate. It develops strategic success plans, conducts customer reviews, demonstrates product value, shares industry and product insights, and aligns Yext solutions and roadmap offerings with customer goals and KPIs. It also analyzes customer data to identify growth opportunities, collaborates on renewals, forecasts renewals accurately, and proactively identifies and mitigates customer risks to support retention and customer satisfaction.

Requirements

• At least 7 years of experience in a strategic customer success management role, with a proven record managing enterprise customers in the healthcare industry.
• Knowledge of digital marketing technologies, including social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, and marketing performance management.
• Familiarity with listings networks such as Google, Apple, and Facebook, and experience with marketing strategy for multi-location businesses.
• Strong ability to derive insights from performance data and present a value story to key stakeholders.
• Experience with subscription go-to-market approaches for customer success management and renewals.
• Proven ability to manage a book of business with high gross retention and predictability.
• Customer-centric approach, including seeking customer feedback and working to improve the customer experience.
• Strategic thinking, analytical and problem-solving skills, ability to anticipate customer needs, and ability to develop tailored solutions.
• Project management skills and ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong negotiation, influencing, and closing skills.
• Adaptability and flexibility.
• Outstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels.

Nice To Haves

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred.
• Work experience in organic search or local SEO within digital media preferred.
• Familiarity with Challenger Sales Methodology is a plus.

Responsibilities

• Manage a portfolio of healthcare enterprise customers, increasing adoption, retention, growth, and customer satisfaction.
• Build and maintain customer relationships as the primary contact for post-sales activities.
• Coordinate with Support, Product Management, Services, and go-to-market teams to share feedback and advocate for customers internally.
• Develop and execute strategic success plans aligned with customers’ business objectives and goals.
• Conduct regular reviews, provide progress updates on reactive issues and proactive initiatives, and demonstrate the value of Yext products and services.
• Stay current on industry trends and best practices and share relevant insights and recommendations with customers.
• Share the product roadmap and explain how new features and offerings can support customer objectives and KPIs.
• Analyze customer data to identify upsell and cross-sell opportunities.
• Collaborate with Sales and Solution Engineering to pursue growth opportunities.
• Identify and mitigate customer risks proactively, taking steps to restore and maintain positive customer sentiment.
• Collaborate with Sales on renewal strategies and plans, using analytics and metrics to support retention goals.
• Provide accurate renewal forecasts.

Benefits

• Medical, dental, and vision benefits
• Life insurance
• Short-term and long-term disability
• 401(k) retirement plan
• Vacation and sick leave
• Variable pay programs may be available based on performance relative to goals and targets

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed