Customer Success Manager, Enterprise at Yext in New York, NY

Job description

• We are looking for a Customer Success Manager, Enterprise, to drive adoption and maximize the value of the Yext platform with a strong commitment to learning. You will be responsible for partnering with healthcare enterprise-level customers, understanding their priorities and pain points, and ensuring that they optimize their Yext investment.Senior CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams.

Responsibilities

• Manage a portfolio of assigned healthcare enterprise-level customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• 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
• 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
• 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
• Analyzing customer data to identify upsell & cross sell opportunities
• Collaborate with Sales and Solution Engineering to pursue growth opportunities
• 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

Requirements

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
• A minimum of 7 years of experience in a strategic CSM role with a proven track record of managing enterprise-level customers within the Healthcare 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 is 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

Skills

Required

• Adaptability and flexibility mindset

Benefits

• 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 variable pay programs based on performance relative to goals and targets.
• $80,100 - $157,000 USD