Customer Success Manager

Customer Success Manager

Requirements

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
• A minimum of 4 years of experience in a strategic CSM role with a proven track record of managing enterprise-level customers.
• Knowledge of digital marketing technologies – social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
• 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.

Responsibilities

• Manage a portfolio of assigned customers, with a focus 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
• Be an expert on the Yext platform and products
• 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
• Stay up to date with industry trends and best practices and share insights and recommendations with customers
• Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer’s business objectives and help with achieving KPIs
• Analyzing 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.

Preferred Qualifications

• Work experience in organic search/ local SEO within digital media preferred
• Familiarity with Challenger Sales Methodology is a huge plus.