Senior Director, Client Success, Enterprise

2 weeks ago

London, United Kingdom Yext Full time

The Client Success team at Yext is looking for a Senior Director, Client Success, Enterprise to lead and inspire our Client Success teams ensuring our clients' success and satisfaction. This person will be responsible for managing and developing a team of client success leaders, ensuring client satisfaction, and driving client retention and growth. Your critical thinking, outstanding leadership abilities, and deep understanding of client success principles will be crucial in establishing and maintaining strong client relationships and improving their value and success.

What You’ll Do

  • Leadership and Team Management:
  • Lead, mentor, and inspire a team of client success managers, encouraging a positive and hard-working culture
  • Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations
  • Collaborate with cross-functional teams, such as Sales, Marketing, and Product, to align client success strategies with company goals
  • Client Success Strategy:
  • Develop and implement a comprehensive client success strategy that aligns with the company's vision and objectives
  • Define and measure key performance indicators to track client success metrics, including client satisfaction, retention, expansion, and advocacy
  • Identify opportunities for process improvements and implement scalable strategies to enhance the overall client experience
  • Book of Business Management:
  • Build and maintain positive relationships with key customers, acting as a senior partner concern point for strategic discussions and major client issues. Serve as their trusted advisor and advocate within the organization
  • Leverage Yext’s client success technology and analytics to monitor customer health and identify areas of improvement or risk mitigation within these business sectors
  • Work with Client Success leaders to establish and optimize Client Success processes and workflows tailored to the unique needs of Financial Services and Healthcare clients, ensuring efficiency and scalability

What You Have

  • BA/BS degree or similar university-level education
  • 5+ years of professional experience developing and leading teams within a Client Success, Customer Success domain
  • 2+ years experience managing front-line leaders
  • Strong leadership and team management skills, with a track record of building and developing hard-working teams
  • Outstanding interpersonal and communication skills, with the ability to engage and influence clients and partners at all levels
  • Strategic problem solver with a deep understanding of customer success principles and standard processes
  • Analytical mentality, with the ability to use data and metrics to drive informed decision-making
  • Client-centric approach and a passion for delivering exceptional client experiences
  • Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams

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