4-6+ years in enterprise customer success or account management at a SaaS company
Experience managing multi-location restaurant or hospitality accounts (75+ units)
Strong project management skills with a track record of leading complex software implementations
Familiarity with project management tools like Asana or Jira and Salesforce
Deep knowledge of the restaurant technology ecosystem, including POS and AI platforms
Proven ability to drive retention and expansion revenue
Strong collaboration skills with cross-functional teams
Responsibilities
Own the full customer lifecycle for multi-location restaurant groups using Yelp Host and Guest Manager
Lead end-to-end implementations, managing project plans with clear milestones
Design and run phased rollouts from pilot locations to full deployment
Partner with Enterprise Account Executives for seamless sales-to-success transitions
Drive adoption at the location level and demonstrate measurable ROI
Own renewals and grow accounts through new locations and cross-selling
Serve as the voice of the customer, collaborating with Product and Engineering
Benefits
Full medical, vision, and dental coverage from day one
Mental health support services
15 days PTO plus additional wellness days and holidays
Up to 14 weeks of parental leave
Monthly wellness subsidy
Flexible spending account
401(k) retirement savings plan
Employee stock purchase plan
Professional development reimbursement
Work from home reimbursement
Full Job Description
Summary
*Please note that while this is a remote position, it is required that the candidate resides within 50 miles of a major airport. States included in Yelp's defined regions include:
For West: California (excluding the Bay Area), Washington, Oregon, Idaho, Montana, Wyoming, Nevada, Utah, Arizona, Colorado, New Mexico, Oklahoma, Texas, North Dakota, South Dakota, Nebraska, Kansas, Iowa, Illinois
For East: Pennsylvania, New York, Vermont, New Hampshire, Maine, Massachusetts, Connecticut, Rhode Island, New Jersey, Virginia, Delaware, Maryland, West Virginia, Kentucky, Tennessee, Mississippi, Louisiana, Arkansas, Alabama, Georgia, North Carolina, South Carolina, Florida, Indiana, Kentucky, Louisiana, Michigan, Minnesota, Missouri, Ohio, and Wisconsin
What you'll do:
You will own the full customer lifecycle for a portfolio of multi-location restaurant groups (75+ units) using Yelp Host and Yelp Guest Manager, from contract signature through implementation, adoption, renewal, and expansion
You will lead end-to-end implementations, including scoping, kickoff, configuration, testing, staff training, and go-live-building and managing detailed project plans with clear milestones, owners, dependencies, and timelines
You will design and run phased rollouts, from pilot locations to full deployment, managing several implementations simultaneously while ensuring every project stays on time and on scope
You will partner with Enterprise Account Executives for seamless sales-to-success handoffs and navigate complex client structures including corporate leadership, franchisees, general managers, IT teams, and POS integrators
You will drive adoption at the location level, turning skeptics into champions, and utilize performance data to demonstrate measurable ROI in regular executive business reviews
You will own renewals and grow accounts through new locations, additional brands, and cross-selling Yelp Host and Yelp Guest Manager
You will serve as the voice of the customer, partnering with Product, Engineering, Support, and Sales to resolve issues and inform the product roadmap
You will travel strategically for kickoffs, go-lives, onsite business reviews, and industry events-up to 50%
What it takes to succeed:
You have 4-6+ years experience in enterprise customer success, account management, or implementation roles at a SaaS company, with substantial experience managing multi-location (75+ unit) or enterprise restaurant/hospitality accounts
You have strong project management skills and a proven track record of leading complex, multi-stakeholder software implementations from kickoff to go-live; PMP or similar certification is a plus
You are highly organized and detail-oriented, and you're comfortable using project management tools (Asana, Smartsheet, Monday.com, Jira, or similar) and Salesforce
You have deep familiarity with the restaurant technology ecosystem; experience with POS, reservations, phone systems, or AI/voice platforms is strongly preferred
You are technically curious, comfortable configuring software and troubleshooting integrations, and able to explain AI-powered tools to non-technical operators
You have a track record of owning retention and expansion revenue, and you're confident presenting ROI and negotiating renewals with executive stakeholders
You have strong collaboration skills: you thrive partnering with Sales, Product, and Engineering, not operating in a silo
You will need access to an individual hardline high-speed internet connection in your workspace. This job cannot be performed using satellite internet or a mobile hotspot
What you'll get:
The base salary range for this role is $110,000 - $130,000 annually
Effective your first day: Full medical, vision, and dental coverage
Mental health support and services via Modern Health
15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 7 paid wellness days, 12 paid holidays, plus one floating holiday
Up to 14 weeks of parental leave
Monthly wellness subsidy
Flexible spending account
401(k) retirement savings plan
Employee stock purchase plan
Professional development reimbursement
Work from home reimbursement
For more information about US benefits at Yelp, please check out this link
About Yelp
Yelp Inc. is a platform that connects people with local businesses. Yelp was founded in San Francisco in July 2004. Since then, Yelp communities have taken root in major metros across 32 countries. By the end of Q2 2021, Yelpers had written approximately 250 million rich, local reviews, making Yelp the leading local guide for real word-of-mouth on everything from boutiques and mechanics to restaurants and dentists. Approximately 40 million unique devices* accessed Yelp via the Yelp app, approximately 83 million unique visitors visited Yelp via mobile web** and approximately 83 million unique visitors visited Yelp via desktop*** on a monthly average basis during Q2 2021.
