Senior Director of Digital Customer Success

Summary

Join Yext as a Senior Director, Customer Experience - Digital Transformation and develop, execute strategic digital initiatives to achieve company goals in customer acquisition, conversion, engagement, and retention. Optimize the customer journey, drive customer adoption and engagement, and enhance retention through collaboration with Marketing, Product, Data Teams, and Sales Operations. Develop a best-in-class 1:many engagement model, partner with various teams to ensure a cohesive customer experience, and analyze customer behavior to design improvement initiatives. Drive continuous improvement across digital engagement programs, identify and implement solutions for effective digital customer success, and track key operational and financial metrics. Work with GTM, partner, marketing, and field teams to drive segment growth, monitor industry best practices, and act as a thought leader. This role reports to the COO and requires a strong analytical mindset, excellent communication skills, and experience in a high-growth environment.

Requirements

• MBA or advanced degree in Business, technology, or a related field
• 10+ years in Customer Success within a B2B SaaS or Marketing technology company is required
• 5+ years leading digital transformation programs, onboarding models, customer journeys, VOC to scale CS initiatives — with measurable impact on retention, product adoption, and NRR
• Experience launching AI-informed success motions, chatbots, and GenAI tools to enhance digital support and customer outcomes
• Proven track record of achieving NRR improvements and reducing churn through data-driven digital engagement and scaled customer success strategies
• Expertise with digital customer success and analytics tools, such as Salesforce and Marketo
• Strong analytical mindset and data fluency, with experience in business intelligence platforms to drive insights into executive decision-making frameworks
• A collaborative, customer-centric leader with excellent communication skills and cultural awareness, adept at working across global teams
• Flexible, adaptable, and experienced in a high-growth, dynamic environment focusing on continuous improvement
• Excellent communication skills, verbal, written, and presentation
• Experience in global customer engagement strategies and familiarity with agile, test-and-learn methodologies for iterative program improvement

Responsibilities

• Develop and oversee a best-in-class 1:many engagement model to provide strong customer value and maximize platform utilization across the our mid-market and SMB customer segments
• Partner with Product, Marketing, and Customer Service and Support teams to ensure a cohesive customer engagement experience across all channels, maximizing value generation to drive adoption, retention and positive customer sentiment
• Analyze customer behavior against levers of revenue and retention, designing initiatives to tackle opportunities to adjust behaviors for our scale segments
• Drive continuous improvement across digital engagement and 1:many programs, optimizing workflows and leveraging emerging technologies to increase efficiency and adoption
• Identify and lead the implementation of solutions that enable more effective digital and scale customer success, supporting a proactive approach to customer retention and expansion at scale for our extensive customer base
• Track and manage key operational and financial metrics and proactively conduct and use analytics to establish and reinforce activities to achieve key company goals related to scaled customer success
• Work with GTM, partner, marketing and field teams to drive successful growth of the segments
• Monitor and share industry best practices and act as thought leader internally and externally regarding successful scaled customer strategies

Preferred Qualifications

Relevant CX and/or Digital Transformation certifications ( Customer Experience Professional (CCXP) , Digital Transformation Professional (CDTP®) , Organizational Design For Digital Transformation etc. ) are highly desired

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
• Variable pay programs based on performance relative to goals and targets