Customer Success Manager

About the role

This position centers on guiding the success of Owner's most significant restaurant partners through a consultative and strategic approach. You will act as a trusted strategic advisor, helping these businesses maximize their use of our platform to drive tangible growth and profitability. It is a role that requires building deep, trust-based relationships and directly influencing measurable business outcomes for each account. The focus is on proactive guidance, data-driven conversations, and ensuring partners see continuous value from their investment in the platform. You will own the end-to-end success journey for a specific portfolio, translating platform capabilities into real-world results. This position demands a high level of ownership, empathy, and business acumen to navigate complex restaurant organizations. Ultimately, you will serve as the primary strategic voice for Owner within the most critical partnerships.

Key facts

What you'll do

• Manage a dedicated portfolio of around 100 key restaurant accounts, serving as their primary point of contact for all platform-related needs from start to finish.
• Provide expert guidance to restaurant owners by analyzing performance data and offering actionable insights on online ordering, marketing, and customer engagement strategies.
• Drive revenue retention and identify opportunities for account growth by proactively addressing potential issues and demonstrating the platform's value.
• Conduct regular business reviews with clients, discussing performance, identifying areas for improvement, and aligning recommendations with their specific business objectives.
• Contribute to the development of customer success playbooks and operational processes as the Strategic CSM function evolves.
• Collaborate with internal teams, including Sales, Partnerships, and Product, to represent customer needs and relay feedback.
• Utilize Salesforce to maintain accurate records of all customer interactions, ensuring a clear history is available for the entire team.
• Leverage Notion to document insights, best practices, and strategic playbooks that standardize high-impact customer engagement methods.
• Employ Slack to coordinate efficiently with internal departments, ensuring rapid response times and consistent support for restaurant partners.
• Use SalesLoft to manage communication cadences and track engagement metrics, ensuring outreach efforts are optimized for response.
• Analyze trends in Sigma to identify broader patterns in platform usage, helping to shape strategic recommendations for the entire portfolio.
• Identify at-risk accounts early and deploy tailored intervention strategies to stabilize relationships and preserve long-term value.
• Educate partners on new platform features and updates, ensuring they are equipped to leverage tools that can enhance their operational efficiency.
• Act as a feedback conduit, channeling restaurant partner insights to influence product development and strategic direction.

Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a similar client-facing role within B2B or B2B2C SaaS environments, with a proven track record of managing accounts and achieving retention goals.
• Demonstrated ability to manage complex accounts, such as multi-location businesses, understanding and navigating diverse stakeholder priorities.
• A consultative approach grounded in data analysis, with the skill to interpret metrics and translate them into clear, actionable recommendations for business owners.
• Proficiency in handling challenging conversations, including retention negotiations and de-escalation scenarios, with empathy and clarity.
• Strong ability to prioritize tasks effectively when managing a large volume of accounts, segmenting by risk and opportunity.
• Adaptability and resilience in a fast-paced startup setting, with a proactive attitude towards problem-solving and continuous learning.
• Excellent written and verbal communication skills, capable of tailoring communication to different audiences, from restaurant owners to internal stakeholders.
• A reliable setup for remote work, ensuring consistent availability and professionalism during customer calls and internal meetings.

Nice to have

• Prior experience in the restaurant, food service, or hospitality sectors.
• Familiarity with online ordering systems, point-of-sale technology, or restaurant marketing tools.
• Previous work in a rapidly growing startup environment where processes are actively being established.
• Fluency in Spanish, given that many restaurant partners are Spanish-speaking.

Practical notes

• This role requires approximately 10-20 customer calls per day.
• The company is remote-first, headquartered in San Francisco, with a sales hub in Toronto.
• Benefits include comprehensive health coverage and unlimited Paid Time Off.
• Be aware of employment scams: all official communications will come from an @owner.com email address. The company will never ask for personal or financial information during the interview process.