Director of Restaurant Success, Yelp Restaurants

The Associate Director, Restaurant Success will lead the Restaurant Success Manager (RSM) teams that manage and support our customers once customers have successfully completed onboarding. This role will report to the Head of Restaurant Success and will be a leader on the Restaurant Success team. The primary goals of this team will be to drive ongoing adoption and value realization of Yelp products, maximizing diners seated via Yelp, increasing revenue through upselling (e.g. product add-ons, premium bundles and Ads) and minimizing customer churn. We're looking for a process-driven leader with a proven track record of scaling Customer Success teams that build consultative customer relationships, drive upsell revenue and are comfortable working in a fast-paced startup environment. 

What You’ll Do

• Ensure strong customer retention, growth in diners seated via Yelp and revenue upsell rates by driving product adoption in a quantifiable manner
• Establish a “book of business” structure and engagement playbook that establishes existing customer diners seated and revenue targets
• Build, manage and motivate a highly effective team
• Provide a clear view of organizational metrics and status to the leadership team with optimization recommendations and needs
• Clearly articulate the organization's mission and goals, motivating the team to over-achieve those goals and lead the team to continued excellence
• Partner cross-functionally to organize internal resources to solve customer business challenges
• Drive regularly proactive customer check-ins (QBRs) with customers while monitoring customers health and satisfaction
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Responsible for department management including staffing, training, performance management and career development 

What We’re Looking For in You

• Upsell revenue ownership - Proven ability to drive revenue expansion through upsell
• Start-up mindset - A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment with a demonstrated ability to manage ambiguity, apply problem-solving skills and iterate
• Consultative and customer obsessed - Insatiable desire to understand the customer, help solve their problems and achieve their goals utilizing Yelp solutions.
• Strong leader - Ability to hire, manage and grow a highly motivated team that can evolve and adapt to change. 
• Great communicator - Whether it’s on the phone, through email or via live chat, you excel at communicating with customers and your team
• Supportive - You don’t hesitate to lend a helping hand to other team members when possible
• Willingness to Learn and Grow - You are open to feedback, adaptive and coachable; you embrace and thrive in a fast paced high-growth environment
• Restaurant industry experience is ideal
• 3+ years experience leading and managing teams at the Sr Manager or Director level
• 5+ years of experience in a B2B SaaS company in Customer Success, Client Services or Account Management roles
• 3+ years owning and exceeding an upsell revenue target
• Located in Yelp’s Phoenix, AZ office

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 accommodations-recruiting@yelp.com 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.