Associate Customer Success Manager

Owner.com
Summary
Join Owner.com as an Associate Customer Success Manager and manage a portfolio of 120+ restaurant customers. Maximize product adoption, deliver customer value, and mitigate churn risks. Generate brand ambassadors and uncover expansion opportunities. Influence changes on your team and customer journey by providing feedback to cross-functional teams. Success is measured by revenue retention and customer engagement. This remote-first role is open to candidates in Mexico City or BogotΓ‘, Colombia. You will collaborate with Launch and Support teams to deliver a world-class customer experience, improve customer ROI, and drive customer retention. You will also play an integral role in refining health metrics and scaling success across the customer base, expanding Owner.com's footprint.
Requirements
- 2+ years of experience in a Customer Success or Account Management role
- Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results
- Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase
- A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team
- A commitment to personal growth and continuous development
- Full fluency in English: reading, writing, and speaking
Responsibilities
- Manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle
- Engage with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks
- Generate brand ambassadors and uncover expansion opportunities to drive growth
- Influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams to shape the future of our product and offerings
- Deliver a world-class customer experience in collaboration with our Launch and Support teams
- Help customers improve ROI through strategic, personalized advice and solutions
- Drive customer retention by reducing churn and enhancing satisfaction
- Play an integral role in refining health metrics and scaling success across our customer base
- Expand Owner.comβs footprint by uncovering and driving growth opportunities
Preferred Qualifications
- Excel in maintaining a high volume of daily calls and meetings while effectively managing their time
- Demonstrate strength in objection handling and deescalating challenging conversations
- Can quickly context-switch to address diverse customer needs with ease
- Are skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions
- Can leverage strategic thinking and the ability to engage in challenging conversations to influence your customers
- Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn
- Are solution-oriented, with a big-picture perspective that drives long-term success
- Possess grit, adaptability, and the ability to navigate ambiguity with confidence
- Confident working with English-speaking customers
- Experience working in a restaurant, bringing additional perspective to the role
Benefits
- The estimated base salary for this role is in the local equivalent of $30,000 to $35,000 USD
- Other benefits include comprehensive health coverage, remote-first work environment, unlimited PTO - plus extra fun perks!
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