Customer Success Manager

3 days ago

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Owner.com

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Owner is the all-in-one platform for managing a restaurant's digital presence. We empower restaurant owners to truly own their restaurant, on the web. Our product helps them take back control from large corporations who are stealing their customer relationships and charging them unfair fees.

11 - 50 employees

📋 Description

• Owner.com is growing quickly, and we’re looking for an experienced Customer Success Manager to manage our marquee, high-volume, and multi-location restaurant customers. • In this role, you will own the full customer lifecycle for a dedicated book of business, serving as the primary point of contact. • Your focus will be on delivering a high-touch, consultative experience that drives product adoption, customer value, and long-term retention. • You will act as a trusted restaurant consultant, helping customers optimize new and repeat business through Owner.com’s tools and product offerings. • As an active voice in our brand partnerships and the second member of the Multi-Location CSM team, you will have the opportunity to influence processes, playbooks, and the overall customer journey. • Your advocacy for the customer will ensure their needs are heard, providing valuable feedback to cross-functional teams to shape the future of our product roadmap. • Success in this role will be measured by key performance metrics, including business review completions, revenue retention and customer engagement & production adoption. • This role is 100% remote and can be based anywhere in the United States.

🎯 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. • Bonus: 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 • Other benefits include comprehensive health coverage, work from anywhere (remote-first workplace), unlimited PTO - plus extra fun perks!