The representative will be primarily logged into an inbound phone queue, consulting and educating current Yelp advertisers on advertising solutions and highlighting investment returns through ad performance metrics to strengthen revenue retention. They must utilize strong listening and conflict resolution skills to handle escalated clients while consistently achieving monthly goals.

The Client Success Manager is responsible for driving successful adoption and sustained value realization for a defined product family using structured 90-day adoption plans and ongoing solution expertise. This role involves acting as a trusted product advisor to guide clients toward outcomes that support retention and Net Revenue Retention (NRR).

The role involves providing temporary enhanced, high-touch customer success management (HyperCare) for escalated customers, developing intervention plans, and transitioning them back to standard digital processes. Core duties also include utilizing digital methodologies to guide customers through the lifecycle, monitoring customer health, and building strong relationships across the customer organization.

The role involves providing temporary, high-touch customer success management for escalated or at-risk customers through targeted intervention plans, and transitioning them back to standard digital processes once resolved. Additionally, CSMs utilize digital methodologies to guide customers through the lifecycle, monitor health using data, and proactively build strong relationships to drive adoption and utilization.