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 → 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 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! Why We’re Looking for You Owner.com is scaling its Point of Sale rapidly, and we’re building a dedicated Customer Success team to support our newest customer segment. As a POS CSM, you will own the post-launch relationship for restaurants running Owner’s full stack — Core digital ordering platform and point of sale system. Your mission is to drive adoption and retention across both products by proving measurable business value. The ideal candidate has hands-on experience with POS technology, understands in-store restaurant operations and can translate product capabilities into tangible business outcomes like loyalty program adoption and increased in-store and online sales. What You’ll Do Own a portfolio of POS customers across all stages of the post-go-live lifecycle, with a focus on driving full product adoption across both Owner’s Core Online Ordering platform and Point of Sale. Deliver ongoing value by coaching customers on in-store growth strategies, loyalty program adoption, mobile app optimization and sales volume growth Conduct Value Reviews that tie product usage to customer business outcomes: MoM sales growth, conversion, in-store revenue and digital channel performance. Identify and mitigate churn risk by monitoring customer health signals, proactively engaging with at-risk customers and managing cancellation conversations with strong objection handling skills Collaborate cross-functionally with Product, Launch, Support and Sales to surface POS customer insights, drive product improvements and identify growth opportunities Help build POS playbooks: contributing to processes, SOPs and scalable frameworks as this team grows What We’re Looking For A strong customer centric approach. You handle conversations with empathy, professionalism and a solutions-first mindset Strong communication and negotiation skills with expertise in uncovering pain points, objection handling and de-escalation Strong proficiency in interpreting data to identify trends, wins and opportunities. You have the ability to use data to tell a compelling story Quick thinking and creative problem-solving to manage challenging customer situations in real time with a high degree of ownership and accountability Process-oriented thinking. You see inefficiencies and build better frameworks to improve your workflow and your team’s process Grit, adaptability and comfort navigating ambiguity. This team is in build mode and you are excited by that! Minimum Requirements 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company You held targets which included NRR, GRR and/or retention metrics Working knowledge of POS hardware payment processing technology and in-store restaurant operations Proven track record of managing customer churn and driving product adoption in a SaaS environment Expertise with tools such as Salesforce, SalesLoft, Claude, Notion, Slack A background in B2B2C, ideally within the food/hospitality and technology space. Familiarity with industry trends trends and competitive dynamics A commitment to personal growth and continuous improvement Bonus : Experience working in a restaurant Previous experience in a high-growth or early stage SaaS company where you helped build and refine CS processes Familiarity with digital marketing strategies (SEO, email, loyalty, Google Ads) that drive restaurant revenue The Impact You Will Have Help restaurant owners see measurable ROI from Owner’s platform Drive retention in Owners newest customer segment Shape the POS customer journey. You will work in a collaborative enirvonment to define how this team operates at scale Surface product insights and influence Owners roadmap Pay and benefits The estimated base salary range for this role is $90,000-$100,000 USD / $125,000 - $139,000 CAD Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks! 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.