Senior Manager of Customer Success (Enterprise)

Owner.com

4d•$160,000 - $175,000•Remote

About The Position

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. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership. 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. This role requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives. You’ll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner. This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York.

Requirements

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.
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.

Nice To Haves

Experience working with franchises or clients with multiple stakeholders is a plus.
Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Responsibilities

Lead the team responsible for Owner’s most valuable and complex customer relationships.
Manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience.
Drive retention, expansion, and measurable business outcomes for enterprise accounts.
Help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives.
Collaborate closely with the SVP of Customer Success and cross-functional partners to ensure strategic customers are successful and continue to grow with Owner.
Strengthen strategic customer partnerships by leading a team that partners with multi-location restaurant brands and franchise groups.
Reduce customer churn and drive customer expansion at the strategic level by ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies.
Increase customer lifetime value by driving expansion across locations, brands, and services.
Improve customer experience for complex accounts by establishing best practices and playbooks for managing multi-location customers.
Help define how Owner supports high-ARR customers as the company continues to grow.