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SalarySummary
*Please note that while this role will operate remotely, it is required that the candidate resides in the United States (EXCLUDING THE BAY AREA).*
Yelp is looking for a new Manager of Customer Success to join as a key member in managing an Inbound sales team. In this role, you’ll lead a team of 8-12 Customer Success Representatives to consistently exceed 60% monthly account retention through active coaching, direct feedback, and team management. You will be responsible for holding your team accountable to monthly KPIs, and managing performance to ensure success for individual team members. Developing a healthy and balanced team culture that thrives on raising the bar for client support and retention.
What you'll do:
- Lead and develop a team of individuals to consistently exceed 60% retention monthly with a targeted book size of 90+ accounts.
- Assist with onboarding, hiring, and developing team members throughout their tenure by conducting regular 1:1 meetings, identifying areas of opportunity, and providing constant feedback to help them grow their careers
- Provide regular coaching to Customer Success Representatives to help them implement the call strategy and grow their books of business.
- Effectively manage team members’ performance to meet job requirements and expectations.
- Scale and develop managerial processes to meet the needs of your team and an evolving organization.
- Improve team efficiency by identifying areas for improvement in business and team management processes.
- Resolve escalated questions from the Customer Success dept and other internal stakeholders, making judgment calls on gray-area situations following business rules and policies.
- Monitor and review team make good budgets, call escalations, and outstanding cases.
- Review teams call metrics and statistics to ensure daily expectations are met.
- Cultivate and maintain a culture that supports inclusiveness and tenacity while celebrating the ability to help small businesses succeed.
What it takes to succeed:
- Have 1+ years of experience effectively developing and managing a team focused on acquisition or retention metrics
- Possess a consistent track record of success motivating a team to exceed revenue goals, including developing sales plans and analyzing metrics
- Are well-versed in selling digital products to SMBs, preferred but not required
- Have earned a Bachelor's degree OR 3+ years of customer-facing experience required
- Demonstrate excellent organizational skills, with the ability to track and complete numerous required tasks.
- Able to handle tough conversations with escalated clients and team members in a professional, solutions oriented and results minded manner.
What you'll get:
- Effective your first day: Full medical, vision, and dental
- 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday
- Up to 14 weeks of parental leave
- Monthly wellness subsidy
- Work from home reimbursement
- Flexible spending account
- 401(k) retirement savings plan
- Employee stock purchase plan
- Compensation base salary starting at $80,000 + performance based incentives
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).
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.
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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