[Hiring] POS Customer Success Manager @Owner.com

Role Description

Owner.com is scaling its Point of Sale rapidly, and we’re building a dedicated Customer Success team to support our newest customer segment. As a POS CSM, you will own the post-launch relationship for restaurants running Owner’s full stack — Core digital ordering platform and point of sale system. Your mission is to drive adoption and retention across both products by proving measurable business value.

The ideal candidate has hands-on experience with POS technology, understands in-store restaurant operations and can translate product capabilities into tangible business outcomes like loyalty program adoption and increased in-store and online sales.

• Own a portfolio of POS customers across all stages of the post-go-live lifecycle, focusing on driving full product adoption across both Owner’s Core Online Ordering platform and Point of Sale.
• Deliver ongoing value by coaching customers on in-store growth strategies, loyalty program adoption, mobile app optimization, and sales volume growth.
• Conduct Value Reviews that tie product usage to customer business outcomes: MoM sales growth, conversion, in-store revenue, and digital channel performance.
• Identify and mitigate churn risk by monitoring customer health signals, proactively engaging with at-risk customers, and managing cancellation conversations with strong objection handling skills.
• Collaborate cross-functionally with Product, Launch, Support, and Sales to surface POS customer insights, drive product improvements, and identify growth opportunities.
• Help build POS playbooks: contributing to processes, SOPs, and scalable frameworks as this team grows.

Qualifications

• A strong customer-centric approach. You handle conversations with empathy, professionalism, and a solutions-first mindset.
• Strong communication and negotiation skills with expertise in uncovering pain points, objection handling, and de-escalation.
• Strong proficiency in interpreting data to identify trends, wins, and opportunities. You have the ability to use data to tell a compelling story.
• Quick thinking and creative problem-solving to manage challenging customer situations in real time with a high degree of ownership and accountability.
• Process-oriented thinking. You see inefficiencies and build better frameworks to improve your workflow and your team’s process.
• Grit, adaptability, and comfort navigating ambiguity. This team is in build mode and you are excited by that!

Requirements

• 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company.
• You held targets which included NRR, GRR, and/or retention metrics.
• Working knowledge of POS hardware payment processing technology and in-store restaurant operations.
• Proven track record of managing customer churn and driving product adoption in a SaaS environment.
• Expertise with tools such as Salesforce, SalesLoft, Claude, Notion, Slack.
• A background in B2B2C, ideally within the food/hospitality and technology space. Familiarity with industry trends and competitive dynamics.
• A commitment to personal growth and continuous improvement.

Benefits

• The estimated base salary range for this role is $30,000-$40,000 USD converted to your local currency.
• 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.