The posting
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
Are you passionate about helping restaurants succeed? At Yelp, our product suite reaches and engages diners, creating unforgettable guest experiences on the largest restaurant discovery platform in the world. Our mission: deliver the best possible experience to every diner, while becoming the essential partner for restaurants navigating daily challenges.
Enter Yelp Host, an AI-powered phone answering agent built just for restaurants, and Yelp Guest Manager, our reservations and waitlist platform. Together, they help restaurants answer every call 24/7 in 17 languages, capture every reservation and takeout order, and run a smoother front of house, all backed by Yelp's unparalleled restaurant data and thriving consumer platform.
Why this role
- Own the full post-sale lifecycle for some of the largest restaurant brands in the country, from signed contract to renewal and expansion
- Lead high-visibility implementations of AI technology that is already live and driving ROI at thousands of restaurant locations
- Work hands-on with operators, from the C-suite to the host stand, and see the impact of your work in every call answered and every table filled
- Collaborate with a senior GTM team that values speed, ownership, and craft
We're scaling quickly and seeking an Enterprise Restaurant Success Manager to implement, retain, and grow our largest multi-location restaurant accounts. You'll own the full client journey, from kickoff and go-live through adoption, renewal, and expansion.
We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.
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
Closing
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.
Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.
We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).
Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subject to an individualized assessment that takes into account the candidate's specific criminal records and the responsibilities and requirements of the particular role.
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.
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