Customer Success Manager, Retention

👋 About Owner.com

Owner is the all-in-one platform that restaurants use to succeed online.

Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.

You can think of it as Shopify meets HubSpot, but specifically for restaurants.

Learn more about the problems we are solving for our customers here.

🌎 Our vision

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants – we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

🚀 Our traction

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders.

More importantly, we’ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.

⭐ Our team

Our team grew from under 100 to nearly 200 talented people in 2024. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2025 to keep pace with our customer growth.

🌆 Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

🔍Why we’re looking for you

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.

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.

This role is 100% remote and can be based anywhere in the United States or Canada.

• 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.

• 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.

• The estimated base salary range for this role is $70k - 120k USD / $96k - 164k CAD plus a generous pre-IPO equity package
• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!

🚩 Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.

We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information.  If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.