Director, Customer Success - Healthcare

Yext is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere. As a Director, Customer Success - Healthcare, you will lead a team of CSMs dedicated to driving measurable business outcomes and ensuring customer retention through deep industry expertise.

Responsibilities:

• Own customer retention and upsell strategies within the vertical, ensuring CSMs are presenting value to deliver measurable business outcomes to clients
• Build a high-performing team of vertical experts who educate and guide clients using industry-specific language and insights
• Partner with Sales, Support, and Services to align customer success efforts with overall business goals ensuring the voice of the customer
• Align with sales focusing on forecasting accuracy
• Successfully navigate high-value accounts to create opportunities for deeper relationships at the C-level, including conducting strategic business reviews and check-in points with clients
• Develop and coach CSMs to stay ahead of industry trends, enhance their executive presence, and effectively identify and mitigate customer risk
• Create mechanisms and frameworks that drive efficiency, eliminate bottlenecks, and enable the team to operate at scale
• Influence discussions with senior leadership across business groups, advocating for customer needs while balancing internal resources and sustainability
• Handle escalations, trade-offs, and high-impact decisions while simplifying complexity and mitigating risk
• Set clear performance expectations and hold the team to high standards through accountability-based coaching
• Foster a strong team culture that prioritizes growth, collaboration, and career development
• Advocate for team-building efforts that enhance engagement, maintain high employee retention, and create a sense of ownership and purpose within the team
• Understand and effectively communicate Yext’s value proposition, technology, processes, and partnerships as they related to the growth of the clients