Customer Retention Specialist

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

Inbound Retention Specialist – Weekend Team

• Handle customer complaints and concerns regarding our services
• Work with customers to find solutions to their issues by using problem-solving skills to identify and address the root causes of customer complaints
• Collaborate with other departments to resolve customer issues and improve the overall customer experience
• Monitor customer accounts to identify potential issues that could lead to service cancellations
• Develop and implement strategies to improve customer retention rates
• Maintain accurate records of customer interactions and issue resolutions
• Displaying effective communication via multiple platforms directly with the customer
• Pro-actively reach out to clients to identify and address any concerns early in their customer experience with our company
• Assist in identifying trends in cancellation data

Retention Specialist

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
• Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions
• Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution
• Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

Director, Customer Loyalty – Churn Management

• Lead, coach, and develop a global team of Customer Retention Specialists, establishing clear performance expectations and fostering a high-accountability culture
• Own global retention and collections KPIs, including renewal rates, churn metrics, cash collections performance, and DSO targets
• Act as the primary conduit between the Customer Success organization and Billing/Finance, ensuring alignment on invoicing accuracy, contract terms, payment disputes, credits, and policy interpretation
• Translate customer-facing concerns into actionable items for Billing/Finance while providing Customer Success with clear guidance on financial policies, renewal terms, and collections processes
• Partner cross-functionally to resolve complex billing disputes, contract negotiations, renewal objections, or service-related concerns impacting retention and revenue realization
• Standardize and optimize retention and collections processes across regions to ensure operational consistency and scalability
• Oversee global accounts receivable trends (aging reports, regional payment behaviors, at-risk segments) and drive proactive mitigation strategies
• Implement structured, proactive renewal programs including 90+ day outreach cadences, multi-year agreement initiatives, expansion alignment, and churn prevention frameworks
• Collaborate with regional Sales and Customer Success leaders to align on renewal forecasting, account strategy, and revenue retention initiatives
• Provide executive-level reporting and forecasting on renewal performance, churn risk, collections health, cross-functional friction points, and escalation trends
• Lead capacity planning, resource allocation, and global coverage models to ensure balanced portfolio management across time zones

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Inbound Retention Specialist – Weekend Team

Retention Specialist

Director, Customer Loyalty – Churn Management

Global Manager, Customer Retention Programs