Customer Success Manager - Enteprise (US/Canada)

Owner.com

1d•$90,000 - $100,000•Remote

About The Position

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these 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 will use our technology to succeed in the digital age. Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 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 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. Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

Requirements

6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS — with real accountability for retention and growth outcomes
Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators and complex multi-stakeholder relationships
Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations including C-suite and VP-level executives
A consultative, data-informed approach — you don't just present data, you interpret it and translate it into recommendations a restaurant owner can act on
The ability to handle hard conversations with grace — you've navigated cancellation calls, retention negotiations, and de-escalations with empathy and clarity
Exceptional communication skills that flex: crisp emails to operators, compelling business reviews, and sharp internal escalations — all in the same morning
Highly organized with strong project management instincts and a bias toward action, accountability, and follow-through
Comfort with a fast-moving environment — you'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma, and you're expected to hustle each day to get better
Willingness and ability to travel up to 25% to visit customers on-site

Nice To Haves

Experience in the restaurant, food, hospitality, or food & beverage industry
Familiarity with online ordering platforms, POS systems, restaurant marketing tools, or multi-unit franchise environments
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

Responsibilities

Own the Customer Relationship End-to-End
Serve as the primary point of contact for a portfolio of enterprise restaurant groups and multi-location operators
Develop account-specific Success Plans that align Owner's platform to each customer's business goals and growth priorities
Build multi-threaded relationships with executive stakeholders, GMs, operators, and technical teams — potentially including on-site visits
Lead structured Executive Business Reviews that demonstrate measurable outcomes, drive strategic alignment, and tie every recommendation back to real business goals: more orders, more repeat guests, more revenue through their own channels
Protect and Grow Revenue
Own retention and growth for your book — building the case for Owner's value with data, empathy, and a vision
Proactively monitor account health, identify churn and risk signals early, and execute mitigation strategies before problems escalate
Identify expansion opportunities through a consultative approach — educating customers on new features, products, and use cases
Own complex upsell and renewal negotiations, managing the full commercial lifecycle in partnership with Sales
Be the Consultant They Don't Have
Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement
Lead kickoff calls, performance reviews, and proactive check-ins grounded in their numbers and focused on driving results
Build the Motion
Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling
Lead disciplined project management across onboarding, implementation, and growth initiatives — tracking milestones and holding teams accountable
Act as the voice of the customer internally — synthesizing feedback and trends with data to influence Product, Marketing, and Operations roadmaps
Partner cross-functionally with Sales, Partnerships, Launch, Support, Marketing, and Product to advocate for your customers and close the loop on their feedback