Senior Client Success Manager, Enterprise

Job Description

Yext (NYSE: YEXT) is building the next big thing in AI search, and the next big thing is answers.
With the explosion of information and data online, search has never been more important. However, while the world of consumer search has innovated over time, enterprise search has not. In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions. Yext, the AI Search Company, offers a modern, AI-powered Answers Platform that understands natural language so that when people ask questions about a business online they get direct answers – not links.
We have a big, audacious mission to transform the enterprise with AI search. To achieve that, we need bright minds and diverse perspectives to join our growing company and help us continue to disrupt an industry. Does this sound like you?

We are looking for a Senior Client Success Manager, Enterprise based in Tokyo. You will be responsible for new client implementation and relationship management as well as ensuring adoption and engagement with the Yext platform. Yext Senior Client Success Managers play an integral role in our business by building strong working relationships with each and every client, driving annual renewals and upsells while preventing churn across our customer base. Senior Client Success Managers will work with cross-functional teams including Sales, Business Development, Client Delivery and Product Management to accelerate usage and relay client needs. Salary is competitive and will commensurate with experience.
What You’ll Do

• Drive upsell and retention opportunities into book of business
• Establish trusted relationships with clients by maximizing engagement across customer contacts
• Ensure client expectations are exceeded consistently
• Transition new clients into the company seamlessly and create consistent process across all clients
• Utilize software and best practices to track and document customer interactions
• Uphold deep knowledge of and ability to educate client on Yext platform
• Develop standard methodologies and process strategies
• Understand client business goals and anticipate future needs to deliver optimal solutions
• Ensure client is able to fully leverage Text to meet their performance and operational efficiency goals
• Conduct check in points with key clients
• Extraordinary communication skills and organized project management
• Elicit client feedback to act as internal advocate for our clients
• Communicate regularly with the customer to evaluate satisfaction

What You Have

• BA/BS degree or similar college level education. In lieu of degree, relevant skills or equivalent experience
• At minimum, 5 years of experience in a Customer Success, Account Management, Relationship Management experience within a SaaS business (digital marketing environment preferred)
• All candidates, who may not have the above-listed years’ experience, but can demonstrate the necessary skills, may apply and will be considered
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience working with C-level executives, multiple client teams and handling multiple stakeholders at once
• Leadership in developing world class client presentations / QBR leadership
• Ability to handle multiple priorities at once
• Strong analytical and problem-solving skills
• Diehard drive to make clients successful
• Ambitious and motivated team player who is comfortable working in a fast-paced environment with tight deadlines and ambitious growth targets
• Experience in data analysis and Excel work
• Ability to thrive in an agile environment with tight deadlines

Bonus Points

• Blend of consulting, search, technological and/or display experience
• Experienced in on-boarding clients; implementation and integration experience to encourage client adoption
• Experienced in owning renewal conversations and other negotiation conversations
• Familiarwith Salesforce

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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 .