Customer Success Manager, Enterprise - Financial Services

About

Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere — across AI search, traditional search, social media, websites, and direct communications. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real‑time insights to AI‑driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage. The company is consistently recognized as a “Best Place to Work” globally by Built In, Fortune, and Great Place To Work®.

Responsibilities

• Manage a portfolio of assigned Financial Services enterprise‑level customers, focusing 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 customers.
• Serve as 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; share insights and recommendations with customers.
• Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customers' business objectives and help achieve KPIs.
• Analyze customer data to identify upsell and cross‑sell opportunities; collaborate with Sales and Solution Engineering to pursue growth opportunities.
• Demonstrate situational awareness, anticipate potential risks, and take preemptive measures to mitigate them; maintain positive sentiment.
• Collaborate with Sales on renewal strategy and plans, leveraging customer analytics and metrics to meet retention goals; provide accurate renewals forecast.

Requirements

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred.
• Minimum of 4 years of experience in a strategic CSM role with a proven track record of managing enterprise‑level customers within the Financial Services industry.
• Knowledge of digital marketing technologies (social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management).
• Familiarity with listings networks such as Google, Apple, and Facebook; 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.
• Strategic thinker with strong analytical and problem‑solving skills; ability to anticipate customer needs and develop tailored solutions.
• Solid project management skills; 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; ability to engage and influence customers and partners at all levels.