Customer Success Manager, Owner.com

• 6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS — with real accountability for retention and growth outcomes
• Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators and complex multi-stakeholder relationships
• Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations including C-suite and VP-level executives
• A consultative, data-informed approach — you don't just present data, you interpret it and translate it into recommendations a restaurant owner can act on
• The ability to handle hard conversations with grace — you've navigated cancellation calls, retention negotiations, and de-escalations with empathy and clarity
• Exceptional communication skills that flex: crisp emails to operators, compelling business reviews, and sharp internal escalations — all in the same morning
• Highly organized with strong project management instincts and a bias toward action, accountability, and follow-through
• Comfort with a fast-moving environment — you'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma, and you're expected to hustle each day to get better
• Willingness and ability to travel up to 25% to visit customers on-site

Desirable

• As an Enterprise CSM, you own the full customer lifecycle for our highest-value restaurant groups and multi-location operators — from go-live through long-term expansion
• These are the accounts where Owner's platform has the deepest impact and where a great CSM relationship is the difference between a customer who stays and grows and one who churns
• This is not a reactive support role. You'll operate as a business consultant to your customer — analyzing performance data, shaping marketing strategy, leading executive business reviews, and building the kind of relationship where customers call you before they call anyone else
• You'll also have real input into the playbooks and processes that define how this team operates as we scale
• Own the Customer Relationship End-to-End:
• Serve as the primary point of contact for a portfolio of enterprise restaurant groups and multi-location operators
• Develop account-specific Success Plans that align Owner's platform to each customer's business goals and growth priorities
• Build multi-threaded relationships with executive stakeholders, GMs, operators, and technical teams — potentially including on-site visits
• Lead structured Executive Business Reviews that demonstrate measurable outcomes, drive strategic alignment, and tie every recommendation back to real business goals: more orders, more repeat guests, more revenue through their own channels
• Protect and Grow Revenue:
• Own retention and growth for your book — building the case for Owner's value with data, empathy, and a vision
• Proactively monitor account health, identify churn and risk signals early, and execute mitigation strategies before problems escalate
• Identify expansion opportunities through a consultative approach — educating customers on new features, products, and use cases
• Own complex upsell and renewal negotiations, managing the full commercial lifecycle in partnership with Sales
• Be the Consultant They Don't Have:
• Most independent restaurant owners don't have a CMO, a CTO, or a data analyst — you'll fill all three gaps
• Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement
• Lead kickoff calls, performance reviews, and proactive check-ins grounded in their numbers and focused on driving results
• Build the Motion:
• Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling
• Lead disciplined project management across onboarding, implementation, and growth initiatives — tracking milestones and holding teams accountable
• Act as the voice of the customer internally — synthesizing feedback and trends with data to influence Product, Marketing, and Operations roadmaps
• Partner cross-functionally with Sales, Partnerships, Launch, Support, Marketing, and Product to advocate for your customers and close the loop on their feedback
• You'll be measured on the outcomes that matter most to our customers and our business:
• Revenue retention — you keep your book healthy and growing
• Customer engagement and product adoption — your customers are actively using the platform, and you know why (or why not)
• Risk reduction — you proactively identify and reduce risk across the enterprise portfolio
• Expansion — you find and close growth opportunities within your existing accounts
• We'll be honest: this is a demanding job. You'll manage a complex book of business, move fast, potentially travel, and wear a lot of hats. Priorities will shift. You'll be expected to operate with high ownership and minimal hand-holding
• But if you're the kind of person who finds energy in helping restaurant owners grow — who gets a genuine thrill from seeing a multi-location brand's online orders climb because of a strategy you drove — this is one of the most rewarding roles in customer success
• You'll have meaningful impact on real businesses, real influence on how we build this function, and a front-row seat to one of the most exciting platform plays in the restaurant industry