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.

What You’ll Do
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

Experience
BA/BS degree in Business, Marketing, Economics, Computer Science, Data Analytics, or a related field
5+ years in a customer-facing role (CSM, consulting, sales, account management or similar)
Experience managing customer relationships or a book of business
Background in digital marketing, SEO, local search, or related fields strongly preferred
Strong ability to analyze performance data and present a clear value narrative to stakeholders
Experience with SaaS GTM models, renewals, and retention strategies
Proven ability to manage a portfolio with strong retention and predictability
Consulting experience is a plus, particularly in digital marketing, digital presence, or SEO practices (e.g., Accenture Song, Deloitte Digital, or similar)
Commercial or account growth experience is a plus

Core Capabilities
Strong curiosity and ability to learn quickly in a rapidly evolving environment
Ability to absorb new concepts and apply them in real situations
Keeps pace with rapid changes in AI, search, and digital marketing
Strong data analysis skills and ability to generate meaningful insights
Ability to translate data into strategy and recommendations
Experience working with analytics, dashboards, or performance metrics
Comfort using AI tools to improve workflows, analysis, and output
Ability to move beyond basic use cases and apply AI to real business problems
Willingness to experiment and continuously improve how work is done
Strong consultative and strategic thinking skills
Ability to guide customers beyond product usage toward business outcomes
Strong problem framing and solution development
Commercial mindset with understanding of how marketing drives revenue and growth
Ability to identify expansion opportunities
Strong ownership of account performance
Strong executive communication skills
Ability to simplify complex topics into clear, compelling narratives
Ability to influence stakeholders without authority
Proactive, accountable, and decisive
Comfortable operating in ambiguity
Strong escalation management and decision-making skills