Manager of Customer Retention, Yelp Restaurants

Job Description

Summary

Yelp’s mission is to connect people with great local businesses. At Yelp Restaurants, we are dedicated to transforming the dining out experience for both diners and restaurants via our Yelp Waitlist and Yelp Reservations products. Whether diners are planning two weeks or 20 minutes in advance, our goal is to allow them to browse and book a table at the restaurant they love. Whether restaurants are casual dining or fine dining, our goal is to fill their tables and streamline their operation. We’re one of the fastest growing product lines at Yelp.
The NYC Strategic Restaurant Success team works with our most prestigious restaurant clients, owning the full client lifecycle from onboarding through to retention. Our Manager of Strategic Restaurant Success leads the team that works with elite restaurants by phone and in person to build strong relationships and continuously demonstrate the value of the Yelp Reservations and Yelp Waitlist platform. This includes implementing software and hardware, educating and training restaurant staff, conducting business reviews and leading marketing activities to ensure the business is getting maximum value from the Yelp Reservations platform.
Strategic Restaurant Success Managers offer white glove service to our very best clients, and go the extra mile to make sure they are having an incredible experience with Yelp Restaurant products. They work closely with our product, marketing and engineering teams to implement restaurant feedback and champion initiatives that drive ROI. They are consultants to the clients that shape our product. As their leader, you'll lead by example, joining your team on-site, and diving into the success of these clients.
This is a strategic leadership role with multiple facets, including innovative people leadership, data analysis, marketing, creative problem-solving and next-level product knowledge. If you are solutions-focused, customer-obsessed and have experience building excellent relationships with sophisticated clients, while supporting a driven team, we'd love to talk to you.

Where You Come In:

• Manage a team of highly driven Restaurant Success Managers, contributing heavily to their success and development as strategic RSMs
• Be the ultimate player/coach - Your team owns the post-sale client relationship for key accounts, with a focus on onboarding, engagement and retention
• Alongside your team, build strong relationships with restaurant stakeholders (owners, managers and floor staff) and develop a thorough understanding of their business operations
• Ensure the use of predictive and proactive outreach to ensure clients remain engaged with the Yelp Reservations and Yelp Waitlist platform
• Join your team while they conduct business reviews and provide content and process recommendations, by phone and in person
• Partner with Product and Engineering teams to implement restaurant feedback and champion initiatives that drive ROI for your clients
• Continuously demonstrate the value of the Yelp Reservations and Yelp Waitlist platforms and related suite of Yelp products and services

What it Takes to Succeed:

• 1-2 years experience managing a team against org and team level goals
• 3+ years of customer success/account management leadership experience, preferably in a SaaS or software-driven environment
• Excellent strategic conversation skills - you can pivot a conversation and are always a few steps ahead
• Experience presenting metrics and ROI stories to clients
• Polished written and verbal communication skills
• A hunger to build a company and add value any way you can
• A college or university degree
• Ability to analyze data and provide recommendations verbally and through reporting
• Experience using Salesforce or an equivalent CRM

Bonus Points:

• Operational experience in the hospitality industry (server, host/hostess, floor manager, back office)
• Experience up-selling and cross-selling
• Marketing or event management experience
• Next-level knowledge (and love) of the NYC metro food, restaurant and bar scene

What You'll Get:

• Effective your first day: Full medical, vision, and dental
• 15 days PTO (increases with tenure) and 11 paid holidays
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Access to fully stocked Yelp kitchens
• Flexible spending account
• Pre-tax commuter benefits
• 401(k) retirement savings plan
• Employee stock purchase plan

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.” We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 415-969-8488. Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. Back to all job postings