Customer Success Manager, Owner.com
Retention
$70-120k
Canadian annual salary: $96k - 164k CAD. Both locations are eligible for pre-IPO equity package
All-in-one digital presence for restaurants.
Be an early applicant
All-in-one digital presence for restaurants.
101-200 employees
Be an early applicant
$70-120k
Canadian annual salary: $96k - 164k CAD. Both locations are eligible for pre-IPO equity package
101-200 employees
Company mission
To give independent restaurants the infrastructure tools they need to compete with larger corporations.
Role
Who you are
- The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is a master of both time management and data interpretation
- A customer-centric approach, handling conversations with empathy, professionalism, and a solutions-first mindset
- Excel in maintaining a high volume of daily calls and meetings while effectively managing their time
- Strong communication and negotiation skills with an expertise in uncovering pain points, objection handling and de-escalation techniques to retain customers and address concerns effectively
- Proficiency in interpreting and analyzing customer data to identify trends, wins, and opportunities for growth
- Quick thinking and creative problem-solving skills to manage challenging situations and customer objections in real time
- Can quickly context-switch to address diverse customer needs with ease
- Mastery of time management and prioritization in a fast-paced, dynamic environment where you are responsible for managing inbound and outbound calls
- Strong collaboration skills to work with Customer Success Managers and cross-functional teams
- Process-oriented, with the ability to identify inefficiencies and optimize workflows for better results
- Possess grit, adaptability, and the ability to navigate ambiguity with confidence
- 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
- Bonus: Experience working in a restaurant, bringing additional perspective to the role
What the job involves
- Owner.com is growing quickly, and we are looking for a strategic and results-driven Customer Success Manager to join our team
- In this role, you will play a critical part in ensuring our customers continue to find value in Owner’s offerings
- In this role, you will manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle
- Your primary focus will be on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks
- Additional responsibilities include managing incoming cancellation requests with a focus on exceeding aggressive retention targets
- By leveraging strong communication, discovery, and objection-handling skills, the CSM will de-escalate concerns, reaffirm Owner’s value, and leave customers more bought-in by the close of the conversation
- 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
- Expand Owner.com’s footprint by uncovering and driving growth opportunities
Our take
The Pandemic caused a major upheaval in the US restaurant industry. Smaller operations struggled to stay afloat amidst brick-and-mortar closures, and as the demand for home delivery soared their margins were tightened further by hefty third-party delivery app charges. Add to that the fact that consumers become customers of the delivery app, not the restaurant itself, and it’s a development that has spelt real trouble for independent locales. Owner has set out to level the playing field.
Owner’s platform provides independent restaurants with the infrastructure they need to take control of their business without deferring to third-party apps like GrubHub and Deliveroo. It offers marketing, online ordering, and support solutions to over 1,000 restaurants across the U.S. The company has taken impressive first strides, too: they have a 7 figure run-rate, over 105% monthly revenue retention, and helped restaurants avoid millions in online order platform fees.
It’s a hugely attractive proposition for independent business owners, and research suggests it’s a winning idea for consumers too. Over 60% say they’d prefer to deal with restaurants directly, but historically the infrastructure simply hasn’t been in place to do so. With Owner seeing impressive traction by tripling its customers between 2023 and 2024, it's unsurprising that its 2024 funding is being channelled into engineering and design teams, alongside the development of new tools.
Steph
Company Specialist at Welcome to the Jungle
Insights
75% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2025
$120m
SERIES C
Jan 2024
$33m
SERIES B
Total funding: $182.2m
Company benefits
- 100% Remote - work from anywhere, no commute required
- Comprehensive benefits (healthcare, vision, dental)
- Monthly lifestyle benefits stipend, to use for fitness, wellness, learning, hobbies etc!
Company HQ
SoMa, San Francisco, CA
Leadership
Adam Guild
(CEO)Thiel Fellow, Forbes 30 Under 30 List.
Dean Bloembergen
(CTO)Previously Co-founder and CTO at Marble Technologies, Forbes 30 under 30.
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