Senior Director, Digital Customer Experience

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 labo