Customer Success Manager, Strategic

About the role

You will own the end-to-end relationship lifecycle for a portfolio of approximately 100 of our largest and most strategic restaurant brands, acting as their primary executive stakeholder on the Owner platform. You will translate complex platform data into clear, actionable strategies that drive online ordering growth, guest engagement, and operational efficiency for each business. In a market crowded with fragmented tools, you will be the single trusted advisor that restaurant owners rely on to solve their most critical digital challenges. Your day-to-day will involve diagnosing performance gaps, shaping bespoke marketing and SEO plans, and running deep-dive business reviews that connect directly to revenue outcomes. You will also identify early warning signals of churn and intervene with data-backed, empathetic outreach to ensure long-term retention. Because this role is foundational to our go-to-market motion, you will contribute directly to the creation of scalable playbooks and processes that allow the Strategic CSM team to grow efficiently. Ultimately, you will function as an extension of the restaurant Owner's leadership team, providing the strategic guidance they need to win in the digital economy.

Key facts

What you'll do

Manage a named portfolio of approximately 100 parent restaurant brands, serving as the single point of accountability for their success and adoption of the Owner platform from onboarding through renewal.

Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement for restaurant owners who lack dedicated in-house experts.

Proactively analyze performance metrics to identify churn risks and intervene with data-driven strategies before issues escalate, including leading save conversations grounded in empathy and clear business value.

Prepare and deliver recurring business reviews that tie platform usage to concrete outcomes such as increased orders, repeat guest rates, and revenue growth through their own channels.

Lead kickoff calls, performance diagnostics, and strategic check-ins that move beyond feature checks to focus on operational and marketing results.

Build and maintain a deep understanding of each account's business model, market dynamics, and competitive landscape to shape tailored marketing and operational strategies.

Partner cross-functionally with Sales, Partnerships, Launch, Marketing, SEO, and Product teams to align on initiatives, feedback, and roadmap priorities that improve the Strategic motion.

Own the creation of playbooks, segmentation frameworks, and engagement templates that make the Strategic CSM approach repeatable and scalable as the portfolio grows.

Synthesize qualitative feedback and quantitative insights to influence product improvements and feature adoption that drive better restaurant outcomes.

Act as the primary internal advocate for strategic restaurant owners, ensuring their voice is heard in company decisions that impact their business on the Owner platform.

Requirements

You must have a proven track record of managing large, complex accounts in a SaaS or technology environment, demonstrating comfort with high-volume relationship management.

You possess strong analytical skills and are able to interpret data dashboards to derive actionable insights without needing extensive support from analysts.

You have experience working directly with C-level stakeholders in small to medium-sized businesses, understanding their priorities and communication styles.

You are highly comfortable operating in a fast-paced, ambiguous startup environment where priorities can shift quickly and documentation is often created in real time.

You have a background in restaurant, hospitality, or local commerce technology is strongly preferred given the nuances of the industry.

You are an exceptional written and verbal communicator who can translate technical platform capabilities into clear recommendations for non-technical business owners.

You have a demonstrated history of retaining at-risk accounts by identifying churn signals and executing thoughtful recovery plans.

You are self-motivated, disciplined, and capable of managing your time and workload without direct supervision in a distributed team structure.

Nice to have

Experience building and maintaining playbooks for customer success or engagement motions in a scalable technology environment.

Prior experience working with restaurant or multi-location small business brands and understanding of their unique operational and marketing needs.

Practical notes

This is a full-time remote role based in the United States.

Please review the role description and discuss with your recruiter for more details on location expectations and any in-person collaboration requirements.

The role reports to the Strategic CSM leadership team and is part of a growing function that will define the future of customer success at Owner.