Customer Success Manager (Enterprise)

• We are looking for a Customer Success Manager (CSM) who operates as a consultant and strategic advisor in an environment where AI is fundamentally reshaping digital marketing and how brands are discovered
• This role goes beyond managing accounts. It requires the analytical depth to drive measurable outcomes and the ability to guide customers through an increasingly fragmented, AI-driven search landscape. You will be expected to use AI as a core part of how you work, leveraging it to analyze data, generate insights, and help customers understand and adapt to how AI is changing visibility, discovery, and engagement
• At Yext, our CSMs combine a strong commercial mindset with curiosity, judgment, and the ability to ask the right questions to solve complex problems. We are looking for rapid learners who can translate data and emerging trends into clear strategy, and help our customers navigate and win in a continuously evolving digital ecosystem
• Manage a portfolio of customers with a focus on retention, expansion, and adoption
• Align Yext capabilities to customer business goals and measurable outcomes
• Lead consultative conversations with customer stakeholders, including executives
• Guide customers through changes in digital marketing, including AI search and search fragmentation
• Translate complex topics into clear, actionable business recommendations
• Analyze customer performance data to identify risks, opportunities, and growth paths
• Use insights to influence customer strategy and decision-making
• Translate market and competitive insights into actionable recommendations
• Use AI tools to analyze data, generate insights, and improve execution
• Apply AI not as an add-on, but as a core part of how work is done
• Drive adoption of new features, maintain a strong feedback loop, and act as a customer advocate internally
• Identify expansion opportunities based on customer needs and performance data and partner with Sales and Solution Engineering to drive upsell and cross-sell
• Contribute to commercial conversations with strong business context
• Anticipate potential risks early and take preemptive action to mitigate them
• Lead escalations and recovery strategies
• Collaborate with Sales on renewal strategy and planning
• Provide accurate renewal forecasts
• Operate with strong situational awareness and judgment
• Stay current on SEO, local search, AI search, and digital marketing trends
• Understand how competitors position and sell

Benefits

• Comprehensive Benefits Programme: Our top priority is maintaining our employees’ and their families’ health and well-being. We offer a robust benefits program, including top-quality health insurance (medical, dental, and vision), paid parental leave, a 401(k) with a match or retirement pension plan, equity, commuter benefits, and more
• Invested in Your Wellbeing: In addition to our top-tier benefits, we offer a holistic wellness program with physical and mental health perks that go beyond the basics. A few employee-favorite perks are our premium, no-cost Calm subscription for relaxation and mindfulness and monthly ClassPass credits for everything from workouts to wellness experiences (cold plunge or massage, anyone?). Run out of credits? No sweat — you can snag more at a discounted rate!
• Collaborative Workspaces: Yext has workspaces in some of the world’s greatest cities — from our HQ in New York City to those in Budapest, Greater Washington DC, Hyderabad, London, and Paris. Many teams follow a hybrid work model, giving employees the flexibility to work remotely while also connecting in person at any of our offices. These modern, vibrant spaces are designed for collaboration, fostering the spontaneous interactions and knowledge-sharing that define our global culture.
• Stay Informed: Our leadership team prioritizes transparency at every level, keeping employees informed through newsletters, regular updates, and quarterly company-wide meetings. These forums dive into industry trends, celebrate wins, break down post-earnings results, and outline what’s ahead.
• Life-Work Balance: We’re all about working hard and having fun, but we know there’s no pause button when the workday ends. Our employees wear many hats — parents, caregivers, mentors, volunteers, and more — and we’re dedicated to helping blend the best of both worlds. That’s why we offer flexible vacation, paid holidays, and sick days, giving you the time to recharge and focus on what matters most with the people you love most.
• Upward Mobility: Career growth isn’t just encouraged at Yext — it’s a priority. With internal mobility at the heart of our culture, over 20% of our hires in 2024 came from within! Through our Upward Mobility program, we invest in our people by providing opportunities to explore new roles, expand skills, and take on fresh challenges. Whether you’re looking to grow in your current role or take your career in a new direction, we’re here to support your journey every step of the way.- Consulting experience is a plus, particularly in digital marketing, digital presence, or SEO practices (e.g., Accenture Song, Deloitte Digital, or similar)
• Strong ability to analyze performance data and present a clear value narrative to stakeholders
• Experience with SaaS GTM models, renewals, and retention strategies
• Commercial or account growth experience is a plus
• Proven ability to manage a portfolio with strong retention and predictability
• 5+ years in a customer-facing role (CSM, consulting, sales, account management or similar)
• Background in digital marketing, SEO, local search, or related fields strongly preferred
• BA/BS degree in Business, Marketing, Economics, Computer Science, Data Analytics, or a related field
• Experience managing customer relationships or a book of business
• Ability to move beyond basic use cases and apply AI to real business problems
• Proactive, accountable, and decisive
• Ability to identify expansion opportunities
• Experience working with analytics, dashboards, or performance metrics
• Strong executive communication skills
• Strong consultative and strategic thinking skills
• Strong problem framing and solution development
• Ability to guide customers beyond product usage toward business outcomes
• Ability to influence stakeholders without authority
• Keeps pace with rapid changes in AI, search, and digital marketing
• Strong ownership of account performance
• Strong data analysis skills and ability to generate meaningful insights
• Strong curiosity and ability to learn quickly in a rapidly evolving environment
• Willingness to experiment and continuously improve how work is done
• Comfortable operating in ambiguity
• Comfort using AI tools to improve workflows, analysis, and output
• Ability to simplify complex topics into clear, compelling narratives
• Ability to translate data into strategy and recommendations
• Ability to absorb new concepts and apply them in real situations
• Strong escalation management and decision-making skills
• Commercial mindset with understanding of how marketing drives revenue and growth