Client Success Manager, Commercial Business Unit
Yext (NYSE: YEXT) is building the next big thing in AI search, and the next big thing is answers.
With the explosion of information and data online, search has never been more important. However, while the world of consumer search has innovated over time, enterprise search has not. In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions. Yext, the AI Search Company, offers a modern, AI-powered Answers Platform that understands natural language so that when people ask questions about a business online they get direct answers – not links.
We have a big, audacious mission to transform the enterprise with AI search. To achieve that, we need bright minds and diverse perspectives to join our growing company and help us continue to disrupt an industry. Does this sound like you?
We are looking for a Client Success Manager, Commercial based in New York City to support current Yext clients in our Commercial Business Unit. You will be responsible for new client implementation and relationship management as well as ensuring adoption and engagement with the Yext platform. Yext Client Success Managers play an integral role in our business by building strong working relationships with each and every client, driving annual renewals and upsells while preventing churn across our client base. Client Success Managers will work with cross-functional teams including Sales, Business Development, Client Delivery and Product Management to accelerate usage and relay client needs. As part of Yext’s world-class Customer Success organization, you will further develop key skills, and have opportunities for career growth and advancement. Salary is competitive and will be commensurate with experience.
What You’ll Do
- Drive upsell and retention opportunities within a book of business
- Establish trusted relationships with a diverse set of clients across industries by maximizing engagement across client contacts
- Ensure client expectations are exceeded consistently
- Transition new clients into the company seamlessly and create consistent process across all clients
- Utilize software and best practices to track and document client interactions
- Uphold deep knowledge of and ability to educate client on Yext platform
- Develop standard methodologies and process strategies
- Understand client business goals and anticipate future needs to deliver optimal solutions
- Ensure client is able to fully leverage Yext to meet their performance and operational efficiency goals
- Conduct check in points with key clients
- Elicit client feedback to act as internal advocate for our clients
- Communicate regularly with clients to evaluate satisfaction
What You Have
- BA/BS degree or similar college level education. In lieu of degree, relevant skills or equivalent experience
- At minimum, 2-3 years of experience in a Customer Success, Account Management, Relationship Management experience within a SaaS business (digital marketing environment preferred)
- Exceptional communication and project management skills
- Experience working with C-level executives, multiple client teams and handling multiple stakeholders at once
- Ability to handle multiple priorities at once
- Strong analytical and problem-solving skills
- Die hard drive to make clients successful
- Ability to thrive in a fast-paced environment with tight deadlines and ambitious growth targets
Bonus Points
- Blend of consulting, search, technological and/or display experience
- Experience in on-boarding clients; implementation and integration experience to encourage client adoption
- Experience in owning renewal conversations and other negotiation conversations
- Experience using Salesforce
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Yext is committed to building an inclusive and diverse culture where every person is seen, heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require a reasonable accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.