Customer Success Manager

Summary

Join Owner.com, a rapidly growing, remote-first company, as a Customer Success Manager! You'll manage high-value, multi-location restaurant clients, acting as their primary point of contact throughout the customer lifecycle. This role requires a consultative approach, focusing on product adoption, customer value, and retention. You'll work closely with various internal teams and contribute to shaping the product roadmap. The position offers a competitive salary, comprehensive benefits, and the opportunity to make a significant impact on a thriving company. This is a fully remote role based anywhere in the United States. Apply today!

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related role
• A strong background in B2B and/or B2B2C in SaaS, ideally within the food/hospitality and technology space
• Proven success managing high-ARR, multi-location accounts, and delivering results across the full customer lifecycle
• Experience working with SMB/mid-market customers and balancing the unique demands of this segment
• Passionate about creating high-touch, strategic customer journeys that drive measurable success
• Skilled at identifying and monitoring customer health metrics to mitigate risks and maximize growth opportunities
• Familiarity with Customer Success tools (e.g., Salesforce, Sales Loft, TalkDesk, Gong, Loom, Sigma)
• A passion for building strategic, high-touch customer journeys and identifying key health indicators
• Proven ability to de-escalate challenging conversations, handle cancellations, and own retention metrics
• Comfortable managing high meeting volumes while context-switching effortlessly to meet diverse customer needs
• Demonstrate strength in objection handling, conflict resolution, and delivering impactful, consultative solutions
• Adept at interpreting and using data to guide customer conversations and decision-making
• Commitment to personal growth and continuous development

Responsibilities

• Manage the full customer lifecycle for a dedicated book of business, serving as the primary point of contact
• Deliver a high-touch, consultative experience that drives product adoption, customer value, and long-term retention
• Act as a trusted restaurant consultant, helping customers optimize new and repeat business through Owner.com’s tools and product offerings
• Influence processes, playbooks, and the overall customer journey
• Ensure customer needs are heard, providing valuable feedback to cross-functional teams to shape the future of our product roadmap
• Play a critical role in delivering a world-class, high-touch customer experience for enterprise-level customers
• Serve as a strategic advisor and trusted consultant for multi-location restaurants to drive new and repeat business
• Own and improve customer retention by proactively addressing churn risks and delivering measurable value
• Build and refine customer success processes and strategies for enterprise accounts
• Contribute to Owner.com’s growth by identifying opportunities for expansion and driving customer ROI

Preferred Qualifications

Experience working in a restaurant, bringing real-world insights to customer consultations

Benefits

• The estimated base salary range for this role is $90,000k - $110,000 USD plus a generous pre-IPO equity package
• Comprehensive health coverage
• Work from anywhere (remote-first workplace)
• Unlimited PTO - plus extra fun perks!