Senior Manager of Customer Success; Enterprise

Senior Manager of Customer Success (Enterprise)

Lead the team responsible for our most valuable and complex customer relationships, including multi‑location restaurant groups, franchises, and high‑ARR customers that rely on Owner’s platform for digital growth.

This role is 100% remote and open to candidates anywhere in the United States. We strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York.

• Strengthen strategic customer partnerships by leading a team that partners with multi‑location restaurant brands and franchise groups.
• Reduce customer churn and drive expansion by ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies.
• Increase customer lifetime value through expansion across locations and services while helping customers fully adopt Owner’s solutions.
• Improve customer experience for complex accounts by establishing best practices and playbooks for managing multi‑location customers with multiple stakeholders and operational complexity.
• Scale strategic customer success by defining how Owner supports high‑ARR customers as the company grows.

• SVP of Customer Success
• Other Managers of Customer Success
• Leaders of Customer Support, Launch, and Sales
• Product Leaders
• Operations + Enablement

• Experience: 7+ years in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
• Leadership: 3+ years managing Customer Success Managers or Account Managers with a track record of building and developing high‑performing teams.
• Strategic Account
  
  Experience:
  
  Experience managing high‑ARR customers with multi‑location operations.
• Complex Stakeholder Management: Experience working with franchises or clients with multiple stakeholders is a plus.
• Customer‑Centric Mindset: Commitment to delivering exceptional customer outcomes with building long‑term partnerships.
• Analytical
  
  Skills:
  
  Ability to interpret customer metrics and translate insights into retention and growth strategies.
• Communication
  
  Skills:
  
  Excellent verbal and written communication for guiding teams in executive‑level relationships.
• Problem‑Solving: Proven ability to anticipate customer needs and support teams in resolving challenges effectively.
• Adaptability: Thrives in a fast‑paced environment and manages competing priorities.
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency; familiarity with SaaS platforms, restaurant tech, online ordering, or POS is a plus.

The estimated base salary range for this role is $160K - $175K USD, plus a generous pre‑IPO equity package. Other benefits include comprehensive health coverage, remote‑first workplace, unlimited PTO, and additional perks.

Communication from our team regarding job opportunities will only be made by an Owner team member with an  email address. We do not conduct interviews over email or chat, and we will never ask you to provide personal or financial information. If you believe you are being contacted by a scammer, mark the communication as “phishing” or “spam” and do not respond.