[Hiring] Enterprise Restaurant Success Manager @Yelp

Role Description

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.

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.

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%.

Qualifications

• 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.

Benefits

• 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.