Yelp is a visionary platform that connects people to great local businesses. It covers various local business categories including but not limited to restaurants, shopping, beauty and fitness, arts,entertainment and events, and travel. As of December 31, 2018, consumers had contributed approximately 177.4 million cumulative reviews of almost every type of local business. The Company had a monthly average of 37 million unique visitors who visited Yelp via the Yelp app and 77 million unique visitors who visited Yelp via mobile web in Q2 2019.
Yelp generates its revenue from more than 549,000 local advertisers which range from independent dry cleaners to national chain retailers. The Company’s free and paid advertising products and services enable businesses to deliver targeted search advertising to large local audiences through Yelp’s website and mobile app.
Founded in 2004, Yelp is based in San Francisco with more than 6,000 employees globally. It serves consumers in nearly 30 countries, but over 95% of its revenues are generated in the United States.
Over the last 15 years, Yelp has become a trusted local resource for consumers and a widely-known advertising platform for businesses. In 2018, the Company extended that momentum and embarked upon a significant business transformation, intending to capitalize on Yelp’s consumer leadership and sustain strong long-term revenue growth, while improving profitability. Specifically, the Company is focusing on five initiatives to accelerate growth:
- Winning in key verticals,
- Expanding Yelp’s product offering,
- Driving more value to business customers,
- Capturing the multi-location opportunity, and
- Enhancing the consumer experience.
Yelp is seeking an experienced and inspiring executive leader to fill the role of Senior Vice President, Customer Success, based in San Francisco. The SVP of Customer Success and Revenue Operations is responsible for the post sale teams who drive Yelp’s ~$800M+ revenue line. Owning strategy, operating plans, performance, and alignment of Yelp’s largest revenue stream, the SVP is accountable for managing the Customer Success, Support, Revenue Operations and Sales Enablement departments.
The SVP of Customer Success and Revenue Operations is a key executive on our leadership team reporting into our COO.
Where you come in:
- You will lead a team of distributed Senior Leaders and 300+ employees in 3 offices across the US
- You will drive monthly, quarterly and annual execution of OKRs and operating plans
- You will build each reporting organization through strong mentorship and talent development while identifying key opportunities for growth, investment, and upleveling.
- You will develop effective customer success programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers.
- You will define and drive the ideal customer experience in close partnership with senior leadership and cross functional collaboration across departments
- You will build a proactive, ROI-focused organization driving high retention rates while influencing cross-sell and up-sell opportunities
- You will increase overall customer lifetime value through higher product adoption, customer satisfaction and overall health scores
- You will effectively scale all sales support functions including compensation admin for a 3000 person sales organization
- You will evolve and deliver onboarding, sales and product training, content development and performance management for our 3000 sales and customer support organizations.
- You will monitor the strategies and processes across the revenue cycle including customer acquisition, engagement, retention and success, including a close connection to product cycles
- You will travel to each office regularly to maintain strong relationships and executive presence
- You will cast a strong vision and market ideas effectively to internal teams, c-suite and investors
- You will effectively partner with FP&A and Business Operations to drive annual planning, monthly forecasting, and strategies for revenue growth
- You will own and manage P&L responsibilities
- You will serve as a key voice of the customer within the leadership team
What it takes to succeed:
- You have 10+ years of demonstrated success building, mentoring, motivating, and leading large (250+) cross functional teams preferably in a consumer facing dual-sided marketplace business
- You are passionate about the customer and thrive on advocating for your customer base internally
- You are excited by the idea of delivering on OKRs against churn, customer experience as well as managing, executing and expanding pilots
- You have a passion for analytics along with a penchant for understanding teams & people
- You have a strong executive experience including organizational planning, and prioritization
- You possess strong presentation, verbal and written communication skills, and command credibility with senior executives
- You have experience in quarterly planning, budgeting and effectively forecasting
- You’re hands on, resourceful, and possess strong leadership characteristics
- You have grit combined with a genuine interest in business & business strategy
What you’ll get:
- Effective your first day: Full medical, vision, and dental
- 15 days PTO (increases with tenure) and 11 paid holidays
- Up to 14 weeks of parental leave
- Monthly wellness subsidy
- Access to fully stocked Yelp kitchens
- Flexible spending account
- Pre-tax commuter benefits
- 401(k) retirement savings plan
- Employee stock purchase plan
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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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