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

Job description

• We are looking for a Customer Success Manager (CSM) who operates as a consultant and strategic advisor in an environment where AI is fundamentally reshaping digital marketing and how brands are discovered.
• This role goes beyond managing accounts. It requires the analytical depth to drive measurable outcomes and the ability to guide customers through an increasingly fragmented, AI-driven search landscape. You will be expected to use AI as a core part of how you work, leveraging it to analyze data, generate insights, and help customers understand and adapt to how AI is changing visibility, discovery, and engagement.
• At Yext, our CSMs combine a strong commercial mindset with curiosity, judgment, and the ability to ask the right questions to solve complex problems. We are looking for rapid learners who can translate data and emerging trends into clear strategy, and help our customers navigate and win in a continuously evolving digital ecosystem.

Responsibilities

• Manage a portfolio of customers with a focus on retention, expansion, and adoption
• Align Yext capabilities to customer business goals and measurable outcomes
• Lead consultative conversations with customer stakeholders, including executives
• Guide customers through changes in digital marketing, including AI search and search fragmentation
• Translate complex topics into clear, actionable business recommendations
• Analyze customer performance data to identify risks, opportunities, and growth paths
• Use insights to influence customer strategy and decision-making
• Translate market and competitive insights into actionable recommendations
• Use AI tools to analyze data, generate insights, and improve execution
• Apply AI not as an add-on, but as a core part of how work is done
• Drive adoption of new features, maintain a strong feedback loop, and act as a customer advocate internally
• Identify expansion opportunities based on customer needs and performance data and partner with Sales and Solution Engineering to drive upsell and cross-sell
• Contribute to commercial conversations with strong business context
• Anticipate potential risks early and take preemptive action to mitigate them
• Lead escalations and recovery strategies
• Collaborate with Sales on renewal strategy and planning
• Provide accurate renewal forecasts
• Operate with strong situational awareness and judgment
• Stay current on SEO, local search, AI search, and digital marketing trends
• Understand how competitors position and sell

Requirements

• BA/BS degree in Business, Marketing, Economics, Computer Science, Data Analytics, or a related field
• 5+ years in a customer-facing role (CSM, consulting, sales, account management or similar)
• Experience managing customer relationships or a book of business
• Background in digital marketing, SEO, local search, or related fields strongly preferred
• Strong ability to analyze performance data and present a clear value narrative to stakeholders
• Experience with SaaS GTM models, renewals, and retention strategies
• Proven ability to manage a portfolio with strong retention and predictability
• Consulting experience is a plus, particularly in digital marketing, digital presence, or SEO practices (e.g., Accenture Song, Deloitte Digital, or similar)
• Commercial or account growth experience is a plus
• Strong curiosity and ability to learn quickly in a rapidly evolving environment
• Ability to absorb new concepts and apply them in real situations
• Keeps pace with rapid changes in AI, search, and digital marketing
• Strong data analysis skills and ability to generate meaningful insights
• Ability to translate data into strategy and recommendations
• Experience working with analytics, dashboards, or performance metrics
• Comfort using AI tools to improve workflows, analysis, and output
• Ability to move beyond basic use cases and apply AI to real business problems
• Willingness to experiment and continuously improve how work is done
• Strong consultative and strategic thinking skills
• Ability to guide customers beyond product usage toward business outcomes
• Strong problem framing and solution development
• Commercial mindset with understanding of how marketing drives revenue and growth
• Ability to identify expansion opportunities
• Strong ownership of account performance
• Strong executive communication skills
• Ability to simplify complex topics into clear, compelling narratives
• Ability to influence stakeholders without authority
• Proactive, accountable, and decisive
• Comfortable operating in ambiguity
• Strong escalation management and decision-making skills

Skills

Required

• Strong ownership of account performance
• Strong executive communication skills
• Proactive, accountable, and decisive
• Comfortable operating in ambiguity

Preferred

• Commercial or account growth experience

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