Yext

Senior Director of Digital Customer Success

United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Digital Presence Platform, SaaSIndustries

Sr. Director of Digital Customer Success

Company Overview

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!

Position Overview

The Sr. Director of Digital Customer Success is responsible for developing and executing strategic digital initiatives to achieve the company’s goals in reaching, converting, engaging and retaining lower mid-enterprise to SMB customer cohorts across all digital touchpoints. Reporting to our COO, the role’s focus is to optimize the customer journey, drive customer adoption and engagement, and enhance retention through collaborative efforts with Marketing, Product, Data Teams, and Sales Operations while maximizing efficiency and achieving key financial and operational targets.

Responsibilities

  • Develop and oversee a best-in-class engagement model to provide strong customer value and maximize platform utilization across the our mid-market and SMB customer segments.
  • Partner with Product, Marketing, and Customer Service and Support teams to ensure a cohesive customer engagement experience across all channels, maximizing value generation to drive adoption, retention and positive customer sentiment.
  • Analyze customer behavior against levers of revenue and retention, designing initiatives to tackle opportunities to adjust behaviors for our scale segments.
  • Drive continuous improvement across digital engagement and programs, optimizing workflows and leveraging emerging technologies to increase efficiency and adoption.
  • Identify and lead the implementation of solutions that enable more effective digital and scale customer success, supporting a proactive approach to customer retention and expansion at scale for our extensive customer base.
  • Track and manage key operational and financial metrics and proactively conduct and use analytics to establish and reinforce activities to achieve key company goals related to scaled customer success.
  • Work with GTM, partner, marketing and field teams to drive successful growth of the segments.
  • Monitor and share industry best practices and act as thought leader internally and externally regarding successful scaled customer strategies.

Requirements

  • MBA or advanced degree in Business, technology, or a related field.
  • 10+ years in Customer Success, Account Management, or related fields, within a SaaS or technology company, with at least 4 years focused on digital and scalable customer success models.
  • Proven track record of achieving NRR improvements and reducing churn through data-driven digital engagement and scaled customer success strategies.
  • Expertise with digital customer success and analytics tools, such as Salesforce and Marketo.
  • Strong analytical mindset and data fluency, with experience in business intelligence platforms to drive insights and optimize customer success programs.
  • A collaborative, customer-centric leader with excellent communication skills and cultural awareness, adept at working across global teams.
  • Flexible, adaptable, and experienced in a high-growth, dynamic environment focusing on continuous improvement.
  • Excellent communication skills, verbal, written, and presentation.
  • Experience in global customer engagement strategies and familiarity with agile, test-and-learn methodologies for iterative program improvement.

Additional Information

  • Employment Type: [Information not provided]

  • Location Type: [Information not provided]

  • Salary: [Information not provided]

  • #LI-MF1

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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