Manager of Customer Retention, Yelp Restaurants

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 Manager of Customer Retention will own and be responsible for maintaining Yelp Restaurants customer base at the highest possible retention rate. The primary goal of this role is to lead the retention strategy of Yelp Restaurants. You will analyze and identify the causes of churn across the organization and drive organizational change to improve retention.

This role will impact all departments and levels of the organization including working with the executive team to influence strategy and OKRs. As a self-starter and natural leader you will also work cross-functionally with directors, managers, and individual contributors across Restaurant Success, Sales, Marketing, and Product to update retention tactics, drive change, and demand accountability throughout the organization.

This role will require strong analytical, project management and people skills, as well as the ability to own organization wide initiatives.

Where You Come In:

• Your primary responsibility will be increasing customer retention. You will achieve this by capturing learnings, analyzing data and driving organizational change in a B2B SaaS business
• Analyze and report on retention across the organization, including markets, channels, and customer types
• Provide a clear view of retention to the leadership team through analysis and recommendations, and deliver on quarterly OKR targets
• Lead and own a cross functional working group (Product, Sales, Customer Success, Marketing, Finance) to identify, quantify and prioritize initiatives that will increase retention. Own project management (status communication, escalation, etc) of these initiatives to key stakeholders.
• Find opportunities to increase retention across the customer journey
• Collaborate with product teams to develop requirements for new product initiatives based on deep understanding of our customers and the customer experience
• Get close to and learn from our customers by building relationships with them and our Restaurant Success Managers
• Partner with our learning and development team to ensure best practices are shared and initiatives are rolled out
• Manage the creation and analysis of surveys, questionnaires and other tools to help measure changes in customer retention and satisfaction

What it Takes to Succeed:

• Ownership - proven ability to own initiatives and drive organizational change
• Analytical - proven ability to analyze, make and drive recommendations with a strong attention to detail and strong Excel skills
• Project management - ability to develop and manage projects across departments and stakeholders
• Consultative and customer obsessed - Insatiable desire to understand and solve the customers needs, wants, and problems
• 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
• Growth mindset - You are open to feedback, adaptive and coachable; you embrace and thrive in a fast paced high-growth environment
• Restaurant industry experience is ideal
• 5+ years of experience in a B2B SaaS company in Customer Success, Client Services, Account Management, and/or consulting/analytical roles, with a focus on customer retention activities
• 3+ years experience owning and managing projects, initiatives, and/or teams

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

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