Customer Success Manager, Strategic

Customer Success Manager, Strategic

Owner is the all-in-one platform that restaurants use to succeed online. Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. You can think of it as Shopify meets HubSpot, but specifically for restaurants. Learn more about the problems we are solving for our customers here.

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.

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders. More importantly, we've helped thousands of restaurant owners save their businesses - and not only survive, but thrive. Our team grew from under 100 to nearly 200 talented people in 2024. We'll be scaling even faster in 2025 to keep pace with our customer growth. 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!

Owner.com is growing quickly, and we're looking for an experienced Customer Success Manager to manage our marquee, high-volume, and multi-location restaurant customers. In this role, you will own the full customer lifecycle for a dedicated book of business, serving as the primary point of contact. Your focus will be on delivering a high-touch, consultative experience that drives product adoption, customer value, and long-term retention. You will act as a trusted restaurant consultant, helping customers optimize new and repeat business through Owner.com's tools and product offerings. As an active voice in our brand partnerships and the second member of the Multi-Location CSM team, you will have the opportunity to influence processes, playbooks, and the overall customer journey. Your advocacy for the customer will ensure their needs are heard, providing valuable feedback to cross-functional teams to shape the future of our product roadmap. Success in this role will be measured by key performance metrics, including business review completions, revenue retention and customer engagement & production adoption. This role is 100% remote and can be based anywhere in the United States.

The impact you will have :

• Play a critical role in delivering a world-class, high-touch customer experience for enterprise-level customers.
• Serve as a strategic advisor and trusted consultant for multi-location restaurants to drive new and repeat business.
• Own and improve customer retention by proactively addressing churn risks and delivering measurable value
• Build and refine customer success processes and strategies for enterprise accounts.
• Contribute to Owner.com's growth by identifying opportunities for expansion and driving customer ROI.

Who you'll work with :

What we're looking for :

Pay and benefits :

Notice - Employment Scams :

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or "spam" and do not respond.