POS Customer Success Manager (US/Canada)

Owner.com

3d•$90,000 - $100,000•Remote

About The Position

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.

Requirements

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!
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 trends and competitive dynamics.
A commitment to personal growth and continuous improvement.

Nice To Haves

Experience working in a restaurant
Previous experience in a high-growth or early stage SaaS company where you helped build and refine CS processes.
Familiarity with digital marketing strategies (SEO, email, loyalty, Google Ads) that drive restaurant revenue.

Responsibilities

Own a portfolio of POS customers across all stages of the post-go-live lifecycle, with a focus 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.