[Hiring] Senior Manager of Customer Success @Owner.com

Role Description

As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships. This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform to power their digital growth. You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts.

Your work will directly impact the company’s trajectory by:

• Strengthening Strategic Customer Partnerships: Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth.
• Reducing Customer Churn and Driving Customer Expansion at the Strategic Level: Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful.
• Increasing Customer Lifetime Value: Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth.
• Improving Customer Experience for Complex Accounts: Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity.
• Scaling Strategic Customer Success: Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale.

Qualifications

• 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
• 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams.
• Experience managing high-ARR customers with multi-location operations.
• Experience working with franchises or clients with multiple stakeholders is a plus.
• A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts.
• Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies.
• Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships.
• Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively.
• A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities.
• Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Requirements

• Lead a team of Customer Success Managers focused on high-touch, strategic customer experience.
• Collaborate closely with the SVP of Customer Success and cross-functional partners.
• Manage complex customer relationships with multiple stakeholders.

Benefits

• The estimated base salary range for this role is $160K - $175K USD, plus a generous pre-IPO equity package.
• Comprehensive health coverage.
• Remote-first workplace.
• Unlimited PTO - plus extra fun perks!

Interview Process

• Recruiter Screen: 30-minute phone call to align on your background, what you're looking for, and answer any early questions.
• Hiring Manager Interview: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach.
• Case Study + Live Overview: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style.
• Cross-Functional Partner Interview: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams.
• Final Round: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role.