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, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!
The Senior Director, Digital Customer Experience, is an individual contributor role responsible for developing and executing strategic digital initiatives to achieve the company’s goals in reaching, converting, engaging and retaining lower mid-enterprise to SMB customer cohorts across all digital touchpoints. Reporting to our COO, the role’s focus is to optimize the customer journey, drive customer adoption and engagement, and enhance retention through collaborative efforts with Marketing, Product, Data Teams, and Sales Operations while maximizing efficiency and achieving key financial and operational targets.
Key Responsibilities- Develop and oversee a best-in-class digital engagement model to provide strong customer value and maximize platform utilization across the our mid-market and SMB customer segments
- Partner with Product, Marketing, and Customer Service and Support teams to ensure a cohesive customer engagement experience across all channels, maximizing value generation to drive adoption, retention and positive customer sentiment
- Analyze customer behavior against levers of revenue and retention, designing initiatives to tackle opportunities to adjust behaviors for our scale segments.
- Drive continuous improvement across digital engagement and 1:many programs, optimizing workflows and leveraging emerging technologies to increase efficiency and adoption.
- Identify and lead the implementation of solutions that enable more effective digital and scale customer success, supporting a proactive approach to customer retention and expansion at scale for our extensive customer base.
- Track and manage key operational and financial metrics and proactively conduct and use analytics to establish and reinforce activities to achieve key company goals related to scaled customer success
- Work with GTM, partner, marketing and field teams to drive successful growth of the segments
- Monitor and share industry best practices and act as thought leader internally and externally regarding successful scaled customer strategies
Requirements
- MBA or advanced degree in Business, technology, or a related field.
- 10+ years in Customer Success within a B2B SaaS or Marketing technology company is required.
- 5+ years leading digital transformation programs, onboarding models, customer journeys, VOC to scale CS initiatives — with measurable impact on retention, product adoption, and NRR.
- Relevant CX and/or Digital Transformation certifications (Customer Experience Professional (CCXP), Digital Transformation Professional (CDTP®), Organizational Design For Digital Transformation etc.) are highly desired.
- Experience launching AI-informed success motions, chatbots, and GenAI tools to enhance digital support and customer outcomes.
- Proven track record of achieving NRR improvements and reducing churn through data-driven digital engagement and scaled customer success strategies.
- Expertise with digital customer success and analytics tools, such as Salesforce and Marketo.
- Strong analytical mindset and data fluency, with experience in business intelligence platforms to drive insights into executive decision-making frameworks.
- A collaborative, customer-centric leader with excellent communication skills and cultural awareness, adept at working across global teams.
- Flexible, adaptable, and experienced in a high-growth, dynamic environment focusing on continuous improvement.
- Excellent communication skills, verbal, written, and presentation.
- Experience in global customer engagement strategies and familiarity with agile, test-and-learn methodologies for iterative program improvement.
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Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee’s job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave. Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.
Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.
All legitimate Yext communications come from @yext.com email addresses. Messages from other domains (for example, @yext.team) are not authorized and are likely fraudulent. If you receive a message that seems suspicious, do not share personal information, click on links, or provide payment. Instead, please report the communication to [email protected].
What the Team is Saying
Yext Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is presented as top‑quality, with comprehensive medical, dental, and vision plans. Mental‑health resources and wellness tie‑ins are also highlighted as part of a holistic program.
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Parental & Family Support — Paid parental leave is explicitly included and positioned as a standard benefit across regions. Additional family‑support elements such as family medical leave and an onsite Mother’s Room are described.
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Wellbeing & Lifestyle Benefits — Wellbeing programs feature a no‑cost Calm subscription, monthly ClassPass credits, and commuter benefits. Office‑based perks like free snacks/meals further round out day‑to‑day convenience.
Yext Insights
What We Do
Yext (NYSE: YEXT) is the enterprise agentic marketing platform. AI is changing how customers find brands, and Yext gives enterprises the infrastructure to compete: Scout analyzes 10 billion signals monthly across four AI models to surface where you're losing and why, the Knowledge Graph maintains the verified data AI cites, and content generation and distribution agents syndicate brand content across LLMs, listings, social platforms, and review sites in real time. Thousands of brands in financial services, healthcare, retail, hospitality, and food rely on Yext to win across AI and traditional search. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by Built In, Fortune, and Great Place To Work®.
Why Work With Us
At Yext, we bring together curious thinkers and passionate problem-solvers who want to make a real impact. We celebrate internal growth, open communication, and creative ownership in a One Team environment. Here, individual growth fuels collective success — and everyone has a voice in shaping what we build next.
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Yext Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
