Manager of Customer Retention, Owner.com
$100-120k
+Pre-IPO equity package
Infrastructure platform for independent restaurants
Open for applications
Infrastructure platform for independent restaurants
101-200 employees
Open for applications
$100-120k
+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
- This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms
- Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector
- Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth
- Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
- Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients
- Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams
- Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate
- Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines
- Technical Aptitude: Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus
What the job involves
- As the Manager of Customer Retention you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions
- You will lead a team focused on retaining customers, proactively identifying at-risk accounts, and developing strategies to minimize churn reactively
- You’ll collaborate with the VP of Customer Success, along with cross-functional teams, to continuously improve the customer experience
- Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms
- Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV)
- Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time
- Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs
- Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space
- Who you’ll work with
- VP of Customer Success
- Director of Customer Success
- Manager of Customer Support
- Product leaders
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
Company
Employee endorsements
Intelligent people
"People here make quality decisions twice as fast as the average top startup employee. "
Funding (last 2 of 4 rounds)
Jan 2024
$33m
SERIES B
Mar 2022
$15m
SERIES A
Total funding: $62.2m
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
Articles
Leadership
Adam Guild
(CEO)Previously a Thiel Fellow, and named in the 2020 Forbes 30 Under 30 List.
Dean Bloembergen
(CTO)Previously Co-founder and CTO at Marble Technologies, went on to serve as an Advisor at Arch Mission Foundation.
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