Senior Manager of Customer Success, Owner.com
Enterprise
$160-175k
Plus a generous pre-IPO equity package
More information about location
Online ordering and restaurant marketing system
Be an early applicant
Online ordering and restaurant marketing system
201-500 employees
Be an early applicant
$160-175k
Plus a generous pre-IPO equity package
More information about location
201-500 employees
Company mission
To give independent restaurants the infrastructure tools they need to compete with larger corporations.
Role
Who you are
- Experience: 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software
- Leadership: 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams
- Strategic Account Experience: Experience managing high-ARR customers with multi-location operations
- Complex Stakeholder Management: Experience working with franchises or clients with multiple stakeholders is a plus
- Customer-Centric Mindset: A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts
- Analytical Skills: Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies
- Communication Skills: Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships
- Problem-Solving: Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively
- Adaptability: A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities
- Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus
What the job involves
- As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships
- This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform to power their digital growth. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership
- You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts
- This role requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives
- You’ll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner
- This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York
- You will play a critical role in the growth and long-term success of Owner’s highest-value customers. Your work will directly impact the company’s trajectory by:
- Strengthening Strategic Customer Partnerships: Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth
- Reducing Customer Churn and Driving Customer Expansion at the Strategic Level: Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful
- Increasing Customer Lifetime Value: Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth
- Improving Customer Experience for Complex Accounts: Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity
- Scaling Strategic Customer Success: Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale
- Your leadership will directly influence customer retention, revenue growth, and the success of some of Owner’s most important customers
- Who you’ll work with:
- SVP of Customer Success
- Other Managers of Customer Success
- Leaders of Customer Support, Launch, and Sales
- Product Leaders
- Operations + Enablement
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 10,000 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 2025 funding is being channelled into engineering and design teams, alongside the development of new tools.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
May 2025
$120m
SERIES C
Jan 2024
$33m
SERIES B
Total funding: $185.7m
Company benefits
- Work from anywhere: Our flexible policy lets you work from wherever you want.
- Equity in Owner: All full-time employees in eligible countries receive pre-IPO equity in Owner.
- Benefits to support your success: We set you up for success where you are and where you’re going.
- Healthcare Coverage: We offer comprehensive health, dental and vision plans.
- Unlimited PTO: Your schedule, your choice. We give our team members full empowerment to choose the time they want to work, and don’t micro-manage working hours.
- Team retreats: We love building real friendships with everyone that we work with, so we do several retreats per year – to deepen our friendships, celebrate our wins, and plan our future.
Company HQ
Presidio of San Francisco, San Francisco, CA
Leadership
Adam Guild
(Co-Founder & CEO)Thiel Fellow, Forbes 30 Under 30 List.
Dean Bloembergen
(Co-Founder & CTO)Previously Co-founder and CTO at Marble Technologies, Forbes 30 under 30.
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