Customer Retention Manager

Summary

Join Owner.com, a rapidly growing, remote-first company, as a Customer Retention Manager! You will play a crucial role in retaining customers by managing cancellation requests, exceeding retention targets, and de-escalating concerns. Leveraging strong communication and problem-solving skills, you will identify opportunities for improvement and collaborate with cross-functional teams. This role requires experience in customer success or account management, proven success in achieving results, and familiarity with customer success tools. The position offers a competitive salary, comprehensive health coverage, unlimited PTO, and a generous equity package. Based anywhere in the US or Canada, this is a fully remote opportunity.

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

Responsibilities

• Manage all incoming cancellation requests with a focus on exceeding aggressive retention targets
• De-escalate concerns, reaffirm Owner’s value, and leave customers more bought-in by the close of the conversation
• Set the stage for strategic follow-up calls with Customer Success Managers (CSMs)
• Collect actionable insights for cross-functional teams (Product, Sales, and Marketing) to improve our offerings and resolve inefficiencies
• Deliver a world-class customer experience in collaboration with our Operational 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 identifying what it takes to scale success across our entire customer base
• Influence Owner.com’s product roadmap by uncovering product opportunities

Preferred Qualifications

Experience working in a restaurant, bringing additional perspective to the role

Benefits

• The estimated base salary for this role is $85,000 - 90,000 USD, plus a generous pre-IPO equity package
• Comprehensive health coverage
• Work from anywhere (100% remote workplace)
• Unlimited PTO - plus extra fun perks!