Customer Success Manager

At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer outcomes is the hallmark of our global Customer Success team.
About Hearsay Systems
Founded in 2009, Hearsay Systems is the global leader in digital client engagement for financial services, trusted by leading financial firms including BlackRock, Charles Schwab, and New York Life. Our platform empowers over 260,000 advisors and agents to compliantly scale personalized customer engagements across social media (Facebook, LinkedIn, X, Instagram), websites, text, and voice. 
In August 2024, Yext (NYSE: YEXT) completed its acquisition of Hearsay Systems--combining its industry-leading digital presence management platform with Hearsay Systems’ compliant engagement solutions across social media, websites, text, and voice. Now, brands will be empowered to manage all digital channels and touchpoints throughout the customer journey—from one single platform.
With globally distributed teams in North America, Europe and Asia, we are a tight-knit, dedicated team that passionately believes in our products, people, and culture.
We are currently looking to hire a Customer Success Manager to join our team. In this role, you will drive customer adoption and success within a defined set of Fortune 500 customers. You are comfortable at both consulting with and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire, and sell the future of Hearsay and Yext to encourage adoption and expansion.
As a trusted advisor and coach, the Customer Success Manager determines how our products can be effectively applied to support achievement of a company's strategic business goals. You should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise.

About the role:

• Develop a trusted advisor relationship with customer program administrators, project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay and Yext solutions to be realized
• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay and Yext roll out and adoption
• Disseminate application and vertical best practices
• Serve as a coach and trusted advisor to customers
• With the account team, drive contract renewals and upsells

About you:

• 5+ years relevant work experience, including Saas Customer Success and/or Account Management
• Experience with Financial Services and/or Insurance preferred
• Knowledgeable and passionate about social mediaUnderstanding of how social media drives business value and ROI
• Experience delivering highly effective executive-level presentations
• Excellent presentation, written, and oral communication skills
• Ability to navigate complex customer organizations effectively
• BA/BS degree

Your typical day may include:

• Meeting with key project owners at our key accounts
• Performing KYC activities
• Being the driving force behind several concurrent implementations
• Leading social media consulting and best practices sessions
• Defining and documenting adoption and expansion strategies for your customer portfolio
• Providing input to the Hearsay and Yext product roadmap based on feedback from customers
• Interaction with just about all teams -- sales, ENG, marketing, product, data
• Updating Salesforce Customer Success data for reporting, dashboards and Yext leadership on a regular cadence
• Travel to customer premises required from time to time

The full-time annual salary ranges for this role at the time of hire are listed below, by location, in accordance with state and local requirements. Within the ranges, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Salary