Customer Success Manager, Enterprise

About the role

Yext is seeking a dedicated professional to manage enterprise accounts within the Financial Services sector. You will act as a primary partner to your clients, ensuring they maximize the value of our agentic marketing platform through proactive strategy and expert guidance. In this capacity, you will own the end-to-end success journey for a book of business, translating complex platform capabilities into clear business outcomes. You will serve as the strategic bridge between the client's executive priorities and Yext's solution architecture. The role demands a high level of ownership, requiring you to anticipate needs and drive adoption before issues arise. You will leverage deep industry knowledge to position Yext as an indispensable component of the client's digital infrastructure. This position is critical for fostering long-term loyalty and expanding the footprint of Yext within the client's organization.

Key facts

What you'll do

• Manage a portfolio of enterprise-level Financial Services clients to drive platform adoption, retention, and growth through strategic oversight.
• Serve as the main point of contact for all post-sales activities and build lasting relationships with key stakeholders by providing consistent executive-level engagement.
• Develop and execute strategic success plans that align Yext capabilities with specific client business objectives, ensuring measurable return on investment.
• Conduct regular business reviews to demonstrate product value and provide progress updates that highlight expansion and renewal indicators.
• Collaborate with internal teams including Sales, Product Management, and Solution Engineering to share feedback and advocate for customer needs in product development cycles.
• Identify and pursue upsell and cross-sell opportunities by analyzing customer usage data and business trends to uncover new value propositions.
• Manage renewal processes, forecast accurately, and implement risk mitigation strategies to maintain high retention and minimize churn.
• Provide industry insights and guidance on the product roadmap to help clients reach their KPIs related to lead generation and customer engagement.
• Act as an internal champion for the Financial Services vertical, contributing to the creation of best practices and reference materials.
• Utilize advanced diagnostic techniques to troubleshoot complex issues and ensure the platform operates at peak performance for the client.
• Partner with Marketing teams to develop tailored content that supports client education and reinforces the value of the platform.
• Monitor competitive landscape changes and advise clients on how to maintain their market position using Yext's data-driven insights.
• Lead workshops and training sessions to empower client teams, enabling them to fully leverage the platform's capabilities for growth initiatives.
• Drive the collection and analysis of qualitative and quantitative feedback to inform future product enhancements and service improvements.

Requirements

• BA/BS degree in Business, Marketing, Sales, or Computer Science.
• Minimum of 4 years of experience in a strategic Customer Success Manager role managing enterprise-level accounts in the Financial Services industry.
• Experience with subscription-based go-to-market models and managing a book of business with high gross retention.
• Proficiency in digital marketing technologies such as reputation management, customer experience platforms, social media marketing, and digital experience platforms.
• Familiarity with multi-location marketing strategies and listing networks like Google, Apple, and Facebook.
• Ability to analyze performance data to create and present a clear value story to stakeholders using dashboards and reports.
• Strong project management, negotiation, and communication skills to handle complex negotiations and stakeholder alignment.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Demonstrated experience in developing strategic accounts and identifying growth opportunities within existing relationships.
• Comfortable working with CRM tools such as Salesforce to track interactions and forecast accurately.
• Excellent written and verbal communication skills necessary for crafting executive-level narratives and reports.
• Strong analytical mindset capable of interpreting data trends and translating them into actionable insights for clients.
• Commitment to adhering to compliance standards and best practices within the highly regulated Financial Services sector.

Nice to have

• Work experience in local SEO or organic search within digital media.
• Familiarity with the Challenger Sales Methodology.

Practical notes

Yext provides a comprehensive benefits package including medical, dental, and vision insurance, 401(k) retirement plans, life insurance, short and long-term disability, and paid time off. Employees may also be eligible for variable pay programs based on performance goals. Reasonable accommodations are available for applicants with disabilities. All official Yext communication originates from @yext.com email addresses.