Customer Success Manager - Retention (US/Canada)

Owner.com

4d•$90,000 - $100,000•Remote

About The Position

Owner.com is growing quickly, and we are looking for a strategic and results-driven Customer Retention Manager to join our team. In this role, you will play a critical part in ensuring our customers continue to find value in Owner's offerings. This role operates across two tracks: proactively engaging a book of accounts to drive optimization and long-term value realization, and managing incoming cancellation requests with a focus on exceeding a 60%+ retention target. By leveraging strong communication, discovery, and objection-handling skills, the Customer Retention Manager will de-escalate concerns, translate customer data into compelling value narratives, and leave customers more bought-in by the close of the conversation. The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and knows how to independently shift focus between competing priorities as the day demands. They are equally comfortable building long-term customer relationships as they are navigating a high-stakes cancellation call, and they use data to do both.

Requirements

2+ years of experience in a Customer Success, Account Management, or Retention role, ideally in a SaaS or subscription-based environment.
Demonstrated track record of hitting retention, save-rate, or account health targets. You can point to specific metrics, not just outcomes.
Experience managing a high-volume, call-based workflow and comfortable owning outbound and inbound outreach simultaneously and self-directing your prioritization throughout the day.
Ability to interpret customer data and usage trends and communicate them clearly and persuasively to customers in real time.
Experience with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.
A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team.
A commitment to personal growth and continuous development.

Nice To Haves

Experience working in a restaurant, bringing additional perspective to the role.

Responsibilities

Deliver a world-class customer experience in collaboration with our Operational teams.
Own a dual-track book of business: approximately 50 accounts in a proactive capacity focused on optimization and value realization, and approximately 15 accounts in a reactive retention capacity focused on saving at-risk customers. You'll manage both simultaneously and know when to shift focus.
Drive customer retention with a target save rate of 60%+, reducing churn through a combination of relationship management, data-informed storytelling, and genuine problem-solving.
Help customers improve ROI through strategic, personalized advice and solutions.
Play an integral role in refining health metrics and identifying what it takes to scale success across our entire customer base.
Influence Owner.com's product roadmap by uncovering product opportunities.
Set the stage for strategic follow-up with CSMs and surface actionable insights for Product, Sales, and Marketing.