Customer Success Manager

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®!

At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer outcomes is the hallmark of our global Customer Success team.

We are currently looking to hire a Customer Success Manager to join our team. In this role, you will drive customer adoption and success within a defined set of Fortune 500 customers. You are comfortable at both consulting with and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire, and sell the future of Hearsay and Yext to encourage adoption and expansion.

As a trusted advisor and coach, the Customer Success Manager determines how our products can be effectively applied to support achievement of a company's strategic business goals. You should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise.

What You'll Do

• Develop a trusted advisor relationship with customer program administrators, project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay and Yext solutions to be realized


• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment


• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment


• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay and Yext roll out and adoption


• Disseminate application and vertical best practices


• Serve as a coach and trusted advisor to customers


• With the account team, drive contract renewals and upsells

What You Have

• 5+ years relevant work experience, including Saas Customer Success and/or Account Management


• Experience with Financial Services and/or Insurance preferred


• Knowledgeable and passionate about social media


• Understanding of how social media drives business value and ROI


• Experience delivering highly effective executive-level presentations


• Excellent presentation, written, and oral communication skills


• Ability to navigate complex customer organizations effectively


• BA/BS degree

Your typical day may include

• Meeting with key project owners at our key accounts


• Performing KYC activities


• Being the driving force behind several concurrent implementations


• Leading social media consulting and best practices sessions


• Defining and documenting adoption and expansion strategies for your customer portfolio


• Providing input to the Hearsay and Yext product roadmap based on feedback from customers


• Interaction with just about all teams -- sales, ENG, marketing, product, data


• Updating Salesforce Customer Success data for reporting, dashboards and Yext leadership on a regular cadence


• Travel to customer premises required from time to time

#LI-DD1

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 equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.

Annual Base Pay Range

$110,000—$135,000 USD

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. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form .