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Customer Success Manager, Strategic
3 weeks ago
👋 About 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 .🌎 Our visionWe’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 tractionIn 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 teamOur 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 workOwner 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 is growing quickly, and we’re looking for an experienced Customer Success Manager to manage our marquee, high-volume, and multi-location restaurant customers. In this role, you will own the full customer lifecycle for a dedicated book of business, serving as the primary point of contact. Your focus will be on delivering a high-touch, consultative experience that drives product adoption, customer value, and long-term retention.You will act as a trusted restaurant consultant, helping customers optimize new and repeat business through ’s tools and product offerings. As an active voice in our brand partnerships and the second member of the Multi-Location CSM team, you will have the opportunity to influence processes, playbooks, and the overall customer journey.Your advocacy for the customer will ensure their needs are heard, providing valuable feedback to cross-functional teams to shape the future of our product roadmap. Success in this role will be measured by key performance metrics, including business review completions, revenue retention and customer engagement & production adoption.This role is 100% remote and can be based anywhere in the United States.💥 The impact you will havePlay a critical role in delivering a world-class, high-touch customer experience for enterprise-level customers.Serve as a strategic advisor and trusted consultant for multi-location restaurants to drive new and repeat business.Own and improve customer retention by proactively addressing churn risks and delivering measurable valueBuild and refine customer success processes and strategies for enterprise accounts.Contribute to ’s growth by identifying opportunities for expansion and driving customer ROI.🤝 Who you’ll work withOur restaurant brands that have 3 or more locations and/or are apart of our strategic brand partnerships This role will has high visibility & will work heavily with multiple internal teams such as Sales, Partnerships, Implementation, Promotional Marketing & SEO, and Product to name a few ✅ What we’re looking for3+ years of experience in Customer Success, Account Management, or a related role.A strong background in B2B and/or B2B2C in SaaS, ideally within the food/hospitality and technology space.Proven success managing high-ARR, multi-location accounts, and delivering results across the full customer lifecycle.Experience working with SMB/mid-market customers and balancing the unique demands of this segment.Passionate about creating high-touch, strategic customer journeys that drive measurable success.Skilled at identifying and monitoring customer health metrics to mitigate risks and maximize growth opportunities.Familiarity with Customer Success tools (, Salesforce, Sales Loft, TalkDesk, Gong, Loom, Sigma).A passion for building strategic, high-touch customer journeys and identifying key health indicators.Proven ability to de-escalate challenging conversations, handle cancellations, and own retention metrics.Comfortable managing high meeting volumes while context-switching effortlessly to meet diverse customer needs.Demonstrate strength in objection handling, conflict resolution, and delivering impactful, consultative solutions.Adept at interpreting and using data to guide customer conversations and decision-making.Commitment to personal growth and continuous development.Bonus: Experience working in a restaurant, bringing real-world insights to customer consultations.🏆 Pay and benefitsThe 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, work from anywhere (remote-first workplace), unlimited PTO - plus extra fun perks🚩 Notice - Employment ScamsCommunication from our team regarding job opportunities will only be made by an Owner team member with an 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.
