Senior Customer Success Manager

Overview

In this role you drive adoption and value realization for enterprise clients on Yext’s visibility platform. You collaborate with sales, product, and GTM teams to align solutions with client objectives, manage renewals, and identify growth opportunities. You’ll stay ahead of industry trends, share product insights, and advocate for customers internally to amplify satisfaction and retention. This is a high-impact, cross-functional role at scale with a focus on strategic partnership and measurable outcomes.

Responsibilities

• Manage a portfolio of enterprise customers with focus on adoption, retention, and growth
• Build and maintain primary post-sales relationships and serve as customer advocate across teams
• Develop and execute strategic success plans aligned to customer business objectives
• Conduct regular reviews and provide progress updates on proactive initiatives and value realization
• Share industry insights and product roadmap guidance with customers
• Identify upsell and cross-sell opportunities in collaboration with Sales and Solution Engineering
• Lead renewals strategy with Sales and provide accurate renewals forecasts
• Monitor risk, maintain high retention, and mitigate issues before they escalate

Key requirements

• BA/BS in Sales, Business, Marketing, or Computer Science (preferred)
• 7+ years in a strategic CSM role with enterprise-level customers
• Knowledge of digital marketing technologies (social platforms, digital experience, reputation management, customer experience platforms, marketing performance)
• Familiarity with listings networks (Google, Apple, Facebook) and multi-location marketing strategies
• Experience with organic search/local SEO in digital media (preferred)
• Ability to derive insights from performance data and articulate a value story
• Experience with subscription GTM approaches for CS and renewals
• Proven track record of managing a book of business with high retention and predictability
• Strong communication, negotiation, and collaboration across cross-functional teams
• Ambition to work in a fast-paced, cross-functional environment
• Familiarity with Challenger Sales Methodology is a plus

• Customer-centric mindset
• Strategic thinking
• Analytical problem-solving
• Digital marketing technologies
• Social media marketing platforms
• Reputation management platforms

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