Senior Director, Restaurant Success at Yelp in Remote
As the Senior Director of Restaurant Success, you will join Yelp Restaurant's leadership team. You will be responsible for the strategy and execution that oversees the entire relationship with our customers. We'll count on you to create and own initiatives that will elevate experiences at each touchpoint across the customer journey. You will report to the Head of Restaurants Success and inherit an experienced and dedicated team whose primary goals are to to drive ongoing adoption and value realization of Yelp products, improve our retention rates, and increase net recurring revenue (NRR) through expansion and upselling (e.g. product add-ons, premium bundles and Ads). We're looking for a mission-driven and 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 and rapidly changing environment. Where you come in:
You'll help our customers fall in love with our products and continue to use them, and improve revenue upsell rates by driving product adoption in a quantifiable manner You'll be a team builder working to empower, grow and inspire a highly effective team of people We'll count on you to continually give our management team a clear picture of organizational metrics and performance, and recommend areas of improvement. You'll live and breathe our organization's mission and goals,motivate the team to go above and beyond to reach those goals, and guide our people to continued excellence You'll join forces with other departments to organize internal resources to solve customer business challenges and improve organizational metrics You'll find new opportunities and develop strategic initiatives for improving customer satisfaction, retention and expansion and effectiveness of the team You'll promote a customer-centered mindset, provide actionable customer insights and build up high-quality, long-lasting customer relationships You'll be responsible for department management including attracting top talent, training, performance management and career development You'll be responsible for monthly churn, new customer adoption, and expansion/upsell What we're looking for in you:
You have a successful track record of building and managing large SaaS Customer Success teams (75
people) in organizations that have more 10,000 customers that span SMB, Mid-Market and Enterprise size customers You have experience managing teams across the entire customer journey including onboarding, support, adoption, renewal and expansion You are customer obsessed with an insatiable desire to understand the customer, help solve their problems and achieve their goals with the help of Yelp solutions You are passionate about the restaurant industry and local businesses You are data-driven and have a process-oriented mindset with a strong willingness to grow and improve You are a great communicator and team player. Whether it's on the phone, through email or via live chat, you excel at communicating and bringing people together for a common goal What you'll get:
Available your first day:
Full medical, vision, and dental (Employee-only plans available at no cost to the employee) 15 days PTO per year for first 2 years of employment (accrual begins on date of hire); number of PTO days increases after 2 years of tenure, 7 paid wellness days, 12 paid holidays, 1 floating holiday Up to 14 weeks of parental leave Monthly wellness reimbursement Health Savings, Flexible Spending and Dependent Care accounts 401(k) retirement savings plan with employer match Employee stock purchase plan Other:
You must be fully vaccinated against COVID-19 to be eligible for this role. Exceptions are made only where legally required.
Salary Range:
$80K -- $100K
Minimum Qualification
Account Management, Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
You'll help our customers fall in love with our products and continue to use them, and improve revenue upsell rates by driving product adoption in a quantifiable manner You'll be a team builder working to empower, grow and inspire a highly effective team of people We'll count on you to continually give our management team a clear picture of organizational metrics and performance, and recommend areas of improvement. You'll live and breathe our organization's mission and goals,motivate the team to go above and beyond to reach those goals, and guide our people to continued excellence You'll join forces with other departments to organize internal resources to solve customer business challenges and improve organizational metrics You'll find new opportunities and develop strategic initiatives for improving customer satisfaction, retention and expansion and effectiveness of the team You'll promote a customer-centered mindset, provide actionable customer insights and build up high-quality, long-lasting customer relationships You'll be responsible for department management including attracting top talent, training, performance management and career development You'll be responsible for monthly churn, new customer adoption, and expansion/upsell What we're looking for in you:
You have a successful track record of building and managing large SaaS Customer Success teams (75
people) in organizations that have more 10,000 customers that span SMB, Mid-Market and Enterprise size customers You have experience managing teams across the entire customer journey including onboarding, support, adoption, renewal and expansion You are customer obsessed with an insatiable desire to understand the customer, help solve their problems and achieve their goals with the help of Yelp solutions You are passionate about the restaurant industry and local businesses You are data-driven and have a process-oriented mindset with a strong willingness to grow and improve You are a great communicator and team player. Whether it's on the phone, through email or via live chat, you excel at communicating and bringing people together for a common goal What you'll get:
Available your first day:
Full medical, vision, and dental (Employee-only plans available at no cost to the employee) 15 days PTO per year for first 2 years of employment (accrual begins on date of hire); number of PTO days increases after 2 years of tenure, 7 paid wellness days, 12 paid holidays, 1 floating holiday Up to 14 weeks of parental leave Monthly wellness reimbursement Health Savings, Flexible Spending and Dependent Care accounts 401(k) retirement savings plan with employer match Employee stock purchase plan Other:
You must be fully vaccinated against COVID-19 to be eligible for this role. Exceptions are made only where legally required.
Salary Range:
$80K -- $100K
Minimum Qualification
Account Management, Sales Management & OperationsEstimated Salary: $20 to $28 per hour based on qualifications.
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