Senior Director of Digital Customer Success

Summary

Join Yext as a Sr. Director of Digital Customer Success and develop, execute, and oversee strategic digital initiatives to achieve company goals in customer acquisition, engagement, and retention. Partner with various teams to optimize the customer journey, drive adoption, and enhance retention. Analyze customer behavior, design initiatives to improve it, and drive continuous improvement across digital engagement programs. Identify and implement solutions for effective digital customer success, supporting proactive customer retention and expansion. Track and manage key operational and financial metrics, using analytics to achieve company goals. Collaborate with various teams to drive successful segment growth and monitor industry best practices. This role 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, Account Management, or related fields, within a SaaS or technology company, with at least 4 years focused on digital and scalable customer success models
• 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 and optimize customer success programs
• 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 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 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

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