Customer Success Manager

About Owner

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.

Product philosophy

Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.

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.

Our vision

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.

Read our Series C memo here → https://www.owner.com/c

Our traction

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 http://Owner.com website.

More importantly, we've helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team

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.

Where we work

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!

About the Role

As an Enterprise CSM, you own the full customer lifecycle for our highest-value restaurant groups and multi-location operators - from go-live through long-term expansion. These are the accounts where Owner's platform has the deepest impact and where a great CSM relationship is the difference between a customer who stays and grows and one who churns.

This is not a reactive support role. You'll operate as a business consultant to your customer - analyzing performance data, shaping marketing strategy, leading executive business reviews, and building the kind of relationship where customers call you before they call anyone else. You'll also have real input into the playbooks and processes that define how this team operates as we scale.

What You'll Do

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

- Most independent restaurant owners don't have a CMO, a CTO, or a data analyst - you'll fill all three gaps

- 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