Customer Success Coordinator

In 2024, Yext acquired Hearsay Systems, bringing together two industry leaders to form one unified organization. By combining Yext's brand visibility expertise with Hearsay's best-in-class compliant engagement solutions, we're delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data, insights, and recommendations — empowering brands to convert prospects into customers faster and more effectively.

We're looking for a Customer Success Coordinator to support our Customer Success and Sales team in delivering a consistent and high-quality experience for our clients. This role plays a critical part in helping account teams stay ahead of client needs, manage escalations, and prepare for key customer touchpoints. You'll handle a range of coordination tasks, data management, and reporting needs to support both proactive and ad hoc client engagement.

This position is part of a growing Customer Success model designed to support our mid-market client segment. You'll work closely with Success Managers, Account Executives, and cross-functional partners to keep accounts organized, healthy, and informed.

What You'll Do

• Support sales with building BR presentations including analytics and optimization recommendations
• Track and flag customer support issues and enhancement requests, ensuring account teams are informed and follow-ups happen
  
• Monitor customer health scores and data in Salesforce, including notes, updates, and activity tracking, to flag risks early and support platform adoption and customer success.
• Run data analysis projects and generate customer usage reports as needed
• Make updates in our internal platform to reflect customer requests or system changes
• Manage inbound requests for customer reports, data exports, and performance summaries
• Coordinate outbound communications to customers, such as release notes, webinar invites, and other product-related updates
• Become an expert in our platform, with the ability to learn new features quickly, troubleshoot issues, and explain how the product works in a way that customers can easily understand
• Take on project-based assignments to support strategic customer initiatives or internal process improvements
• Adding - Conduct routine health checks (e.g., listings sync) and alert customers as needed.
• Manage contact records
• Deliver platform trainings and product demonstrations

What You Have

• 1–2 years of experience in account coordination, customer success, support, or operations
• Strong communication skills and comfort collaborating across teams
• Ability to juggle multiple priorities, stay organized, and follow through without needing a lot of oversight
• Willingness to learn technical systems and take initiative in understanding how the product works end-to-end
• Ability to troubleshoot common platform issues and explain technical concepts to non-technical users clearly and confidently
• Detail-oriented, especially when handling data or client-facing materials
• Proficient in tools like Google Suite, PowerPoint, Excel; experience with Salesforce, JIRA, and Zendesk is a plus
• Comfortable working during U.S. business hours
• Professional fluency in written and spoken English; able to communicate clearly and confidently with U.S.-based teams and clients
• Comfortable presenting to customers over Zoom, including walking through reports, platform functionality, or troubleshooting steps

You'll Succeed in This Role If You

• Take initiative to solve problems and remove blockers for the team
• Work with sense of urgency and care, especially when dealing with customer-facing tasks
• Are curious and eager to grow in a customer success or client-facing role
• Enjoy digging into technical details and helping others understand them
• Understand how to balance structure and flexibility in a fast-paced environment
  
  

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