About the Role

As an Enterprise CSM, you own the full customer lifecycle for our highest-value restaurant groups and multi-location operators - from go-live through long-term expansion. These are the accounts where Owner's platform has the deepest impact and where a great CSM relationship is the difference between a customer who stays and grows and one who churns.

This is not a reactive support role. You'll operate as a business consultant to your customer - analyzing performance data, shaping marketing strategy, leading executive business reviews, and building the kind of relationship where customers call you before they call anyone else. You'll also have real input into the playbooks and processes that define how this team operates as we scale.

What You'll Do

Own the Customer Relationship End-to-End

• Serve as the primary point of contact for a portfolio of enterprise restaurant groups and multi-location operators
• Develop account-specific Success Plans that align Owner's platform to each customer's business goals and growth priorities
• Build multi-threaded relationships with executive stakeholders, GMs, operators, and technical teams - potentially including on-site visits
• Lead structured Executive Business Reviews that demonstrate measurable outcomes, drive strategic alignment, and tie every recommendation back to real business goals: more orders, more repeat guests, more revenue through their own channels

Protect and Grow Revenue

• Own retention and growth for your book - building the case for Owner's value with data, empathy, and a vision
• Proactively monitor account health, identify churn and risk signals early, and execute mitigation strategies before problems escalate
• Identify expansion opportunities through a consultative approach - educating customers on new features, products, and use cases
• Own complex upsell and renewal negotiations, managing the full commercial lifecycle in partnership with Sales

Be the Consultant They Don't Have

• Most independent restaurant owners don't have a CMO, a CTO, or a data analyst - you'll fill all three gaps
• Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement
• Lead kickoff calls, performance reviews, and proactive check-ins grounded in their numbers and focused on driving results

Build the Motion

• Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling
• Lead disciplined project management across onboarding, implementation, and growth initiatives - tracking milestones and holding teams accountable
• Act as the voice of the customer internally - synthesizing feedback and trends with data to influence Product, Marketing, and Operations roadmaps
• Partner cross-functionally with Sales, Partnerships, Launch, Support, Marketing, and Product to advocate for your customers and close the loop on their feedback

What You Bring

• 6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS - with real accountability for retention and growth outcomes
• Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators and complex multi-stakeholder relationships
• Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations including C-suite and VP-level executives
• A consultative, data-informed approach - you don't just present data, you interpret it and translate it into recommendations a restaurant owner can act on
• The ability to handle hard conversations with grace - you've navigated cancellation calls, retention negotiations, and de-escalations with empathy and clarity
• Exceptional communication skills that flex: crisp emails to operators, compelling business reviews, and sharp internal escalations - all in the same morning
• Highly organized with strong project management instincts and a bias toward action, accountability, and follow-through
• Comfort with a fast-moving environment - you'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma, and you're expected to hustle each day to get better
• Willingness and ability to travel up to 25% to visit customers on-site

Nice to Have

• Experience in the restaurant, food, hospitality, or food & beverage industry
• Familiarity with online ordering platforms, POS systems, restaurant marketing tools, or multi-unit franchise environments
• Experience working in a high-growth startup where processes are still being built
• Bilingual (English/Spanish) - a meaningful share of our restaurant partners are Spanish-speaking owners

What Success Looks Like

You'll be measured on the outcomes that matter most to our customers and our business:

• Revenue retention - you keep your book healthy and growing
• Customer engagement and product adoption - your customers are actively using the platform, and you know why (or why not)
• Risk reduction - you proactively identify and reduce risk across the enterprise portfolio
• Expansion - you find and close growth opportunities within your existing accounts

A Note on This Role

We'll be honest: this is a demanding job. You'll manage a complex book of business, move fast, potentially travel, and wear a lot of hats. Priorities will shift. You'll be expected to operate with high ownership and minimal hand-holding.

But if you're the kind of person who finds energy in helping restaurant owners grow - who gets a genuine thrill from seeing a multi-location brand's online orders climb because of a strategy you drove - this is one of the most rewarding roles in customer success. You'll have meaningful impact on real businesses, real influence on how we build this function, and a front-row seat to one of the most exciting platform plays in the restaurant industry.

Compensation

The estimated base salary range for this role is $90K-100K USD / $125,500-$139,500 CAD. Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!