Manager, Launch

Summary

Join Owner.com, a remote-first, global company, as a Launch/Onboarding Manager leading a team of Launch Specialists to drive the success of new restaurant clients. You will be responsible for building and mentoring a high-performing team, refining onboarding processes, maximizing early retention, and reducing churn through data-driven strategies. This role involves collaborating with Sales, Product, and Customer Support to ensure a seamless client experience and advocating for improvements that enhance customer success. Ideal candidates are strong leaders with a passion for process improvement and a track record of using insights to drive measurable outcomes.

Requirements

• Minimum of 5 years of experience in customer success, account management, or a similar role, with at least 2 years in a leadership position (managing people)
• Strong leadership and team management skills
• Full English fluency - exceptional reading, writing, comprehension and verbal communication skills (C1/C2 preferred)
• Excellent communication and interpersonal abilities
• Analytical mindset with the ability to leverage data for decision-making
• Proficiency in customer relationship management (CRM) tools and platforms
• Ability to work independently and manage multiple priorities in a fast-paced environment

Responsibilities

• Build, lead, and mentor a team of Launch Specialists, fostering a culture of excellence and continuous improvement
• Provide training, coaching, and performance management to ensure the team delivers high-quality support
• Set clear team goals, monitor progress, and report on team performance to senior management
• Refine our Onboarding process to support new restaurants and set them up for success
• Build systems to maximize customer early retention
• Identify key metrics and develop strategies to reduce early churn among new restaurant clients
• Utilize data-driven insights to continuously improve the Onboarding process
• Work closely with Onboarding, Sales, Product, and Customer Support teams to ensure seamless transition and consistent messaging for new clients
• Collaborate with the Product team to identify and advocate for features that enhance new client success

Preferred Qualifications

Proven experience in the restaurant tech industry is highly desirable

Benefits

• The starting base salary for this role is the local equivalent to $50,000 USD, plus a $10,000 bonus
• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!