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Meet Lauren, Senior Customer Success Specialist, Multi-Location Customer Success



Eight years ago, Lauren began her journey as a Local Account Manager where she was responsible for her own book of business. From there, the next stop on her path was on Yelp’s Restaurant Account Management team, and then onto Yelp’s first-ever Recovery Team. She worked in both Local and Multi-Location Recovery for a few years until she joined the Multi-Location Support team. She then spent a year as a National Customer Success Specialist before moving into her current role as a Senior Enterprise Customer Success Specialist. Throughout many different roles, Lauren has proven just how long-lasting and growth-inducing a career at Yelp can be!

What does a typical day look like in your role?

A typical day as a Senior Enterprise Customer Success includes optimizing advertising campaigns, ensuring that campaigns are fulfilling client KPIs, providing detailed custom reporting to clients, brainstorming strategies with my sales counterpart, having 1:1s with my reps and teammates, helping to build decks, participating in external client meetings and digging into campaign attribution! Of course, every day is full of a variety of situations and the occasional curveballs, so I am constantly learning new things. My sales team loves to pilot new products and test the latest rollouts, so you’ll often find me researching new processes for implementation and reporting.

What is your favorite part of your role?

It might sound cliché, but my favorite part of my role is the people I work with! They are some of the most driven, hardworking, creative, and supportive people I know. I still remember being in awe of my first team at Yelp, and even now, I can always count on my coworkers to lend a helping hand or answer any questions I may have. Talk about a power squad! My managers have always been the same way. They have been some of the most caring people, and it makes all the difference in the world.

What is your #1 tip for productivity while working from home?

My WFH tips are communication and organization. Make sure to be clear and transparent with your coworkers on what reports, decks, campaigns, and emails you are working on, and be aware of what they’re working on as well. Discuss timelines so you know when your items and responsibilities are due and hold yourself accountable to that deadline. Don’t wait to complete a task unless you have other things you are working on. If you are very busy, complete items in order of deadlines and priority. If you are feeling overwhelmed, communicate that to your team and manager. Your team will always help you achieve your goals if you communicate openly and honestly.

Tell us about a time that you’ve helped a Yelp customer achieve their goals or solve a problem

I help clients achieve their goals by helping share their campaign success story in several ways. My sales rep and I were the first team to pilot and utilize a blended attribution model for our enterprise clients, and this has since evolved into providing clients with all data points, angles, and credit so that the client can make the most of their Yelp performance. For example, if a client’s main KPI is online orders, we will first pixel the client’s campaign to ensure we’re capturing all conversion events. We will then run a store visits study in the background to capture incremental store visits. We will gather all data from online orders, GrubHub orders, and de-duped incremental store visits to present the client with another way of looking at data. This allows us to more accurately measure leads generated from Yelp and highlight the value of the platform, which helps paint a bigger picture for the client’s success.

How does Yelp support your work-life balance?

Yelp is an amazing place to be for incredible work-life balance! I received an email from our People Operations team today encouraging us to take our PTO and Wellness time, something that Yelp is always encouraging us to do. When you take time off to recharge, you aren’t signing in every hour on your PTO to check your emails. Beyond that, Yelp is flexible in terms of sign-on and sign-off times, and this makes it very convenient for parents to drop off kids at daycare or for anyone to run to a doctor’s appointment midweek.

Want to work with Lauren?

Lauren is celebrating her 8th Yelpiversary, and her career is still growing! If you’re looking for a place to start a career full of growth, opportunities, and awesome coworkers – you’re in the right spot. Check out our open opportunities to find what interests you!

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