Manager, Customer Success (US/Canada)

About Owner.comOwner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first‐party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on your side, just like the big chains.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 the 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 using our technology to succeed in the digital age.Our tractionSince 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. One in five Americans have used an Owner.com website. More importantly, we've helped over 20,000 restaurant owners and saved them nearly $200 million in fees.Our teamOur team is now in the low hundreds. 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 2026 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 roles we prioritize in‐person collaboration at one of our office locations. Most teammates are distributed worldwide. Please review the role description and discuss with your recruiter for more details on location.Why we're looking for youAs the Manager of Customer Success , 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 driving the growth and retention of our customer base. This role requires a customer‐first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms. You'll collaborate with the SVP of Customer Success, along with cross‐functional teams, to continuously improve the customer experience. This role is 100 % remote and can be based anywhere in the United States or Canada.The Impact You Will HaveShape the overall customer experience and long‐term success of our clients, directly impacting the company's growth.Reduce customer churn through proactive monitoring and tailored retention strategies.Increase customer lifetime value by fostering deeper relationships and identifying upsell or cross‐sell opportunities.Improve customer experience by addressing needs and ensuring a seamless, successful platform usage.Drive customer advocacy, cultivating satisfied customers who become brand advocates and generate referrals.Lead retention efforts that sustain the company's growth, revenue, and market position in the competitive restaurant technology space.Who You'll Work WithSVP of Customer SuccessOther Managers of Customer SuccessLeaders of Customer Support, Launch, and SalesProduct LeadersOperations and EnablementMinimum RequirementsExperience: 5+ years in customer retention, customer success, or account management, preferably in SaaS, POS, or restaurant technology.Leadership: Experience managing a customer‐facing team with proven ability to drive performance and nurture growth.Objection Handling: 2‐3 years in software sales to small business owners, strong understanding of objection handling and best practices.Customer‐Centric Mindset: Deep commitment to delivering an exceptional customer experience, with a track record of building strong relationships.Analytical Skills: Strong ability to interpret customer data and metrics, turning insights into actionable strategies.Communication Skills: Excellent verbal and written communication, effective collaboration across teams.Problem‐Solving: Proven skill to anticipate customer needs and proactively address challenges.Adaptability: Thrive in a fast‐paced environment, manage multiple priorities and meet deadlines.Technical Aptitude: Familiarity with AI, SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.Pay & BenefitsBase salary range: $100 K–$120 K USD plus a generous pre‐IPO equity package.Other benefits include comprehensive health coverage, remote work, unlimited PTO, and additional fun perks.Notice – Employment ScamsCommunication 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 a scammer, please mark the communication as "phishing" or "spam" and do not respond.#J-18808-Ljbffr