Customer Success Manager, Enterprise

As a Customer Success Manager, Enterprise at Yext, your primary responsibilities will include managing a portfolio of enterprise customers, enhancing their adoption of the Yext platform, and ensuring customer satisfaction and retention. You’ll build strong relationships, conduct regular check-ins, and align Yext solutions with customer business goals. Also, you'll analyze customer data to identify growth opportunities while acting as a trusted advocate within the company.

To become a Customer Success Manager at Yext, you should have at least a BA/BS degree, preferably in fields such as Sales, Business, Marketing, or Computer Science. You will also need a minimum of 4 years of experience in a strategic customer success role managing enterprise-level clients. Familiarity with digital marketing technologies and strong analytical skills are essential for success in this role.

The Customer Success Manager at Yext plays a pivotal role in driving customer growth by developing strategic success plans tailored to the customer's goals. They leverage insights from performance data to identify upsell and cross-sell opportunities, and collaborate with Sales and Solution Engineering teams to seize these growth moments, ensuring customers continue to optimize their Yext investment.

Key skills for a successful Customer Success Manager at Yext include exceptional interpersonal and communication abilities, strategic thinking, and a customer-centric mindset. Additionally, adaptability, analytical problem-solving, and solid project management skills are crucial. Familiarity with marketing strategies and subscription models will also enhance your effectiveness in this role.

The work culture at Yext is inclusive, collaborative, and innovative. As a Customer Success Manager, you will work alongside dedicated professionals who are passionate about delivering excellent customer experiences. Yext values diversity, encourages professional growth, and is committed to creating a positive working environment where everyone is seen and heard.

When prioritizing tasks as a Customer Success Manager, I assess customer needs by urgency and impact on their success. I use project management tools to set timelines and communicate expectations clearly, ensuring that critical initiatives receive timely attention and align with customer objectives.

Certainly! I had a situation where a customer was experiencing issues with our product's integration. I proactively engaged with them to understand their concerns, providing immediate support and demonstrating alternate solutions. By following up regularly and addressing their needs, I transformed their experience and restored their faith in our services.

I believe in transparent communication and understanding client needs deeply. I make it a point to schedule regular check-ins, listen actively to their feedback, and offer personalized solutions that align with their business objectives. This fosters trust and ensures a strong partnership.

In my previous role, I noticed that a client was not utilizing a feature that could significantly enhance their marketing strategy. I held a meeting to explain the added benefits, and based on their positive feedback, I proposed an upsell. This led to their investing in the additional service, which resulted in increased customer satisfaction.

I measure success by analyzing key metrics such as customer satisfaction scores, retention rates, and growth in upsell opportunities. Regularly reviewing these metrics helps me identify areas for improvement and ensure alignment with the customer’s success goals.

I stay informed about industry trends and maintain close relationships with my clients. By analyzing data and keeping abreast of their evolving needs, I proactively offer solutions that help them achieve their objectives before they even ask.

I prioritize by assessing the business impact and urgency of each request, ensuring I communicate transparently with clients about timelines. If conflicts arise, I negotiate with the relevant stakeholders to manage expectations and reallocate resources effectively.

I appreciate Yext's position as a leader in the digital presence space, especially its commitment to innovation and customer success. I align strongly with Yext's values of inclusivity and collaboration, and I believe I can contribute positively to a team focused on empowering businesses to connect with their customers.

I have experience using various CRM systems and customer analytics tools that improve engagement and streamline communication. Familiarity with digital marketing technologies has also enabled me to offer targeted recommendations to clients based on data-driven insights.

I prioritize continuous learning by attending internal product training sessions and staying updated on industry publications and trends. Engaging with product teams and participating in beta tests for new features also helps me maintain a deep understanding of how to best support our customers.