[Hiring] Customer Success Manager - Strategic @Owner.com

Role Description

As a Strategic CSM, you'll own the full lifecycle for approximately 100 of our biggest & most important brands. These are the accounts where Owner's platform has the deepest impact. In an intensively competitive market, a great CSM relationship is the difference between a customer who stays and grows and one who churns.

This is not a "check the box" CS role. You'll operate as a trusted business consultant for restaurant owners. You'll analyze their performance data, shape their marketing strategy, troubleshoot their operations, and build the kind of relationship where they call you before they call anyone else. You'll also help build the playbooks, processes, and institutional knowledge that make the Strategic motion repeatable as we scale.

We're looking for someone who thrives with a high volume of relationships, can handle the pace and ambiguity of a startup, and finds real satisfaction in helping small business owners win.

What You'll Do

• Own your book.
• Manage a named portfolio of ~100 parent restaurant brands.
• Be the consultant they don't have.
• Protect and grow revenue.
• Run business reviews that matter.
• Build the motion.
• Partner cross-functionally.

Qualifications

• 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS.
• Experience managing multi-location or high-value accounts.
• A consultative, data-informed approach.
• The ability to handle hard conversations with grace.
• Strong prioritization instincts.
• Comfort with a fast-moving environment.
• Communication skills that flex.

Requirements

• Experience in the restaurant, food, or hospitality industry.
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools.
• Experience working in a high-growth startup where processes are still being built.
• Bilingual (English/Spanish) — a meaningful share of our restaurant partners are Spanish-speaking owners.

Benefits

• Estimated base salary range for this role is $90K-100K USD / $125,500-$137,000 CAD.
• Comprehensive health coverage.
• Work from anywhere (100% remote workplace).
• Unlimited PTO - plus extra fun perks!

A Note About This Role

We'll be honest: this is a demanding job. You'll carry a large book, move fast, and wear a lot of hats. Priorities will shift. You'll be expected to operate with high ownership and minimal hand-holding.

But if you're the kind of person who finds energy in helping small business owners grow — who gets a genuine thrill from seeing a restaurant's online orders climb because of a recommendation you made — this is one of the most rewarding roles in customer success. You'll have a meaningful impact on real businesses, real influence on how we build this function, and a front-row seat to one of the most exciting platform plays in the restaurant industry.

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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.