Senior Customer Success Manager
London · Yext UK · 7+ years experience · Hybrid · Posted Oct 2, 2026
At a glance
- Experience
- 7+ years experience
- Workplace
- Hybrid
- Location
- London · Yext UK
About the role
- Yext is seeking a Senior Customer Success Manager, Enterprise to drive adoption and maximize the value of the Yext platform.
- You will partner with enterprise customers, understand their priorities and pain points, and ensure they optimize their Yext investment.
- This role involves working closely with sales, solution engineers, product management, and GTM teams.
Responsibilities
- Manage a portfolio of assigned customers, with a focus 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
- 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 and share insights and recommendations with customers
- Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer's business objectives and help with achieving KPIs
- Analyzing customer data to identify upsell & cross sell opportunities
- Collaborate with Sales and Solution Engineering to pursue growth opportunities
- Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals
Requirements
- A minimum of 7 years of experience in a strategic CSM role with a proven track record of managing enterprise-level customers
- Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
- Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategies for multi-location businesses
- 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 with the product or service
- Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them
- Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment
- Strong negotiation, influencing, and closing skills
Preferred qualifications
- BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
- Work experience in organic search/ local SEO within digital media preferred
- Familiarity with Challenger Sales Methodology is a huge plus.
Workplace
- Hybrid workplace model noted via #LI-Hybrid tag.
Skills
- Digital Marketing Technologies
- Social Media Marketing Platforms
- Digital Experience Platforms
- Reputation Management
- Customer Experience Platforms
- Marketing Performance Management
- Listings Networks
- Organic Search
- Local SEO
- Challenger Sales Methodology
