Senior Director of Digital Customer Success

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Presence Platform, SaaSIndustries

Requirements

Candidates should possess an MBA or advanced degree in Business, technology, or a related field. A minimum of 10 years of experience in Customer Success, Account Management, or related fields within a SaaS or technology company is required, with at least 4 years specifically focused on digital and scalable customer success models. Proven success in improving Net Revenue Retention (NRR) and reducing churn through data-driven digital engagement and scaled customer success strategies is essential. Expertise with digital customer success and analytics tools such as Salesforce and Marketo, along with a strong analytical mindset and data fluency, including experience with business intelligence platforms, is necessary. The ideal candidate is a collaborative, customer-centric leader with excellent communication, presentation, and global team collaboration skills, and experience in high-growth, dynamic environments using agile methodologies.

Responsibilities

The Senior Director of Digital Customer Success will develop and execute strategic digital initiatives to achieve company goals for reaching, converting, engaging, and retaining mid-market and SMB customer cohorts across all digital touchpoints. This role involves overseeing a best-in-class engagement model, partnering with Product, Marketing, and Customer Service teams to ensure a cohesive customer experience, and analyzing customer behavior to design initiatives for improvement. Responsibilities include driving continuous improvement in digital engagement, identifying and implementing solutions for effective digital and scaled customer success, and tracking key operational and financial metrics. The role also requires working with GTM, partner, marketing, and field teams to drive segment growth and monitoring industry best practices to act as a thought leader in scaled customer strategies.

Skills

Digital Customer Success

Customer Journey Optimization

Customer Adoption

Customer Engagement

Customer Retention

Digital Initiatives

Platform Utilization

Cross-functional Collaboration

Data Analysis

Workflow Optimization

Emerging Technologies

Yext

AI-powered search solutions for businesses

About Yext

Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext caters to a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing, customer support, and e-commerce. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their knowledge and connect with others. The goal of Yext is to enhance search capabilities for businesses, leading to better user experiences and high customer satisfaction.

New York City, New YorkHeadquarters

2006Year Founded

$115MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.

Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.

Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.

Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.

Risks

Yext's acquisition of Hearsay Systems could strain financial resources if synergies aren't realized.

Potential sale amid takeover interest may disrupt operations and client relationships.

Rapid AI and NLP evolution requires continuous R&D investment, posing financial risks.

Differentiation

Yext's AI-powered search solutions provide direct answers, enhancing user experience.

The Yext Answers Platform uses NLP to understand search query context and meaning.

Yext's Knowledge Graph ensures consistent and accurate information across digital touchpoints.

Upsides

AI-driven personalization in search results enhances user engagement, aligning with Yext's focus.

The rise of voice search highlights the need for Yext's advanced NLP capabilities.

The demand for centralized digital information management supports Yext's Knowledge Graph approach.

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