Owner
Customer Success Manager - Strategic (US/Canada)
Remote - United States
Sponsorship not specified$90k-$100kDetected 5 days ago
SEOHubSpotSalesforceCRMAccount ManagementPerformance ManagementCustomer SuccessShopifyCommunicationCollaborationPlain Language
About the role
- These are the accounts where Owner's platform has the deepest impact.
- In an intensively competitive market a great CSM relationship is the difference between a customer who stays and grows and one who churns.
- You'll operate as a trusted business consultant for restaurant owners.
Responsibilities
- Own your book. Manage a named portfolio of ~100 parent restaurant brands. You're their person - the single point of accountability for their success on the Owner platform, from onboarding through renewal and beyond.
- You'll lead kickoff calls, performance reviews, and proactive check-ins that are grounded in their numbers and focused on driving results.
- Own retention and growth for your book.
- Proactively identify churn signals using data points, intervene before problems escalate, and build the case for why Owner is driving real value.
- When a customer is considering leaving, you'll lead the save conversation with data and empathy.
- Prepare and deliver recurring performance reviews for your key accounts.
- You'll lead honest conversations about what's working, what's not, and what to do next.
- Tie every recommendation back to the restaurant's actual business goals: more orders, more repeat guests, more revenue through their own channels.
- Build the motion.
- If you see a better way to segment, prioritize, or engage, you'll have a seat at the table to propose it and the support to build it.
Requirements
- 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS.
- The ability to handle hard conversations with grace.
- With ~100 accounts, you can't go deep on everything every day.
- Comfort with a fast-moving environment.
- 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS. You've managed a book of business, owned retention metrics, and operated with real accountability for outcomes.
- Experience managing multi-location or high-value accounts. You know what it means to manage complexity across locations, stakeholders, and priorities - and you don't lose the thread.
- A consultative, data-informed approach. You're comfortable pulling a report, identifying the story in the numbers, and translating that into a recommendation a restaurant owner can act on. You don't just present data - you interpret it.
- The ability to handle hard conversations with grace. You've navigated cancellation calls, retention negotiations, and de-escalations. You don't shy away from conflict - you lean into it with empathy and clarity.
- Strong prioritization instincts. With ~100 accounts, you can't go deep on everything every day. You know how to segment by risk and opportunity, manage your time ruthlessly, and still make every customer feel like they matter.
- Comfort with a fast-moving environment. You'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma. You'll have 10-20 calls per day with customers. You'll find problems you don't have answers for but are expected to find them. You don't have to be an expert on day 1 but you're expected to be the person who hustles each day to get better.
- Communication skills that flex. You can write a crisp email to a restaurant owner, lead a compelling business review, and summarize a complex situation for your manager in the same morning.
Nice to have
- Experience in the restaurant, food, or hospitality industry
- Familiarity with online ordering platforms, POS systems, or restaurant marketing tools
- Experience working in a high-growth startup where processes are still being built
- Revenue retention - you keep your book healthy and growing
- Risk reduction - You proactively identify and reduce the overall risk for our strategic portfolio
- We'll be honest: this is a demanding job.
- You'll carry a large book, move fast, and wear a lot of hats.
- Priorities will shift.
Skills
- Owner is the AI-native system local business owners use to succeed, starting with restaurants.
- It powers everything from the restaurant's website, online ordering, CRM, POS, and more.
- Product philosophy
Compensation
- The estimated base salary range for this role is $90K-100K USD / $125,500-$137,000 CAD. Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!
Benefits
- Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!
Company info
- Partner cross-functionally. Work closely with Sales, Partnerships, Launch, Marketing, SEO, and Product to advocate for your customers and close the loop on their feedback. Escalate intelligently. Bring patterns, not just problems.
This listing is sourced directly from Owner's careers page and normalized into a canonical job model.