Senior Manager of Customer Success (Enterprise)

• As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships
• This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform to power their digital growth. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership
• You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts
• This role requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives
• You’ll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner
• This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York
• You will play a critical role in the growth and long-term success of Owner’s highest-value customers. Your work will directly impact the company’s trajectory by:
• Strengthening Strategic Customer Partnerships: Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth
• Reducing Customer Churn and Driving Customer Expansion at the Strategic Level: Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful
• Increasing Customer Lifetime Value: Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth
• Improving Customer Experience for Complex Accounts: Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity
• Scaling Strategic Customer Success: Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale
• Your leadership will directly influence customer retention, revenue growth, and the success of some of Owner’s most important customers
• Who you’ll work with:
• SVP of Customer Success
• Other Managers of Customer Success
• Leaders of Customer Support, Launch, and Sales
• Product Leaders
• Operations + Enablement

Benefits

• Work from anywhere: Our flexible policy lets you work from wherever you want.
• Equity in Owner: All full-time employees in eligible countries receive pre-IPO equity in Owner.
• Benefits to support your success: We set you up for success where you are and where you’re going.
• Healthcare Coverage: We offer comprehensive health, dental and vision plans.
• Unlimited PTO: Your schedule, your choice. We give our team members full empowerment to choose the time they want to work, and don’t micro-manage working hours.
• Team retreats: We love building real friendships with everyone that we work with, so we do several retreats per year – to deepen our friendships, celebrate our wins, and plan our future.

• Adaptability: A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities
• Complex Stakeholder Management: Experience working with franchises or clients with multiple stakeholders is a plus
• Experience: 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus
• Customer-Centric Mindset: A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts
• Strategic Account Experience: Experience managing high-ARR customers with multi-location operations
• Problem-Solving: Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively
• Analytical Skills: Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies
• Leadership: 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams
• Communication Skills: Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships