Senior Client Success Manager, Reseller

$87,300 - $153,500/Yr

Yext - New York, NY

Full-time - Senior

New York, NY

Professional, Scientific, and Technical Services

About the position

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! We are looking for a Customer Success Director (CSM) for our Reseller team, to drive adoption and maximize the value of the Yext platform with a strong commitment to learning and providing higher-level technical guidance. You will be responsible for partnering with customers, understanding their priorities and pain points, and ensuring that they realize value from their Yext investment. CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams.

Responsibilities

• Manage a portfolio of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction.
• Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities.
• Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customers.
• Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals.
• Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and services.
• Recommend improvements to customers' usage of the Yext platform.
• Stay up to date with industry trends and best practices and share insights and recommendations with customers.
• Advise on how new Yext offerings fit into customer environments and enhance their results.
• Lead workshops to help customers leverage the full value of Yext solutions.
• Analyze customer data to identify upsell & cross-sell opportunities.
• Collaborate with Sales and Solution Engineering to pursue growth opportunities.
• Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively.
• Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals.
• Provide accurate renewals forecast.
• Leverage an understanding of our Resellers' environments and use cases to influence their ability to realize the value of their existing solutions.

Requirements

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred.
• A minimum of 5+ years of experience in a customer-facing role (for example, in BDR, Customer Service/Support, Sales, or CSM) with a proven track record of managing enterprise-level customers and/or alliance/reseller partner.
• Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management.
• Familiarity with web and development technologies such as HTML, CSS, JavaScript, XML, React, Rest APIs and JSON.
• Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategy for multi-location businesses.
• Work experience in organic search/local SEO within digital media preferred.
• Strong ability to develop insights from performance data and present a value story to key stakeholders.
• Experience with subscription GTM approaches for customer success management and renewals.
• Proven ability to manage a book of business with high gross retention & predictability.
• Customer-centric mindset - put the customer's needs first, actively seek feedback, and continuously strive to improve the customer's experience with the product or service.
• Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them.
• Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Familiarity with Challenger Sales Methodology is a huge plus.
• Strong negotiation, influencing, and closing skills.
• Adaptability and flexibility mindset.
• Outstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels.

Nice-to-haves

• Familiarity with Challenger Sales Methodology is a huge plus.

Benefits

• Medical, dental and vision benefits
• Life insurance
• Short term and long-term disability
• 401(k) retirement plan
• Vacation and sick leave
• Equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets