About the Role

As a Strategic CSM, you'll own the full lifecycle for approximately 100 of our biggest & most important brands. These are the accounts where Owner's platform has the deepest impact. In an intensively competitive market a great CSM relationship is the difference between a customer who stays and grows and one who churns.

This is not a "check the box" CS role. You'll operate as a trusted business consultant for restaurant owners. You'll analyze their performance data, shape their marketing strategy, troubleshoot their operations, and build the kind of relationship where they call you before they call anyone else. You'll also help build the playbooks, processes, and institutional knowledge that make the Strategic motion repeatable as we scale.

We're looking for someone who thrives with a high volume of relationships. Who can handle the pace and ambiguity of a startup, and someone who finds real satisfaction in helping small business owners win.

What You'll Do

Own your book. Manage a named portfolio of ~100 parent restaurant brands. You're their person - the single point of accountability for their success on the Owner platform, from onboarding through renewal and beyond.

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 - translating platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement. You'll lead kickoff calls, performance reviews, and proactive check-ins that are grounded in their numbers and focused on driving results.

Protect and grow revenue. Own retention and growth for your book. Proactively identify churn signals using data points, intervene before problems escalate, and build the case for why Owner is driving real value. When a customer is considering leaving, you'll lead the save conversation with data and empathy.

Run business reviews that matter. Prepare and deliver recurring performance reviews for your key accounts. You'll lead honest conversations about what's working, what's not, and what to do next. Tie every recommendation back to the restaurant's actual business goals: more orders, more repeat guests, more revenue through their own channels.

Build the motion. The Strategic CSM function is still maturing. You'll have real input into the playbooks, engagement models, and operational systems that define how this team works. If you see a better way to segment, prioritize, or engage, you'll have a seat at the table to propose it and the support to build it.

Partner cross-functionally. Work closely with Sales, Partnerships, Launch, Marketing, SEO, and Product to advocate for your customers and close the loop on their feedback. Escalate intelligently. Bring patterns, not just problems.

What You Bring

3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS. You've managed a book of business, owned retention metrics, and operated with real accountability for outcomes.

Experience managing multi-location or high-value accounts. You know what it means to manage complexity across locations, stakeholders, and priorities - and you don't lose the thread.

A consultative, data-informed approach. You're comfortable pulling a report, identifying the story in the numbers, and translating that into a recommendation a restaurant owner can act on. You don't just present data - you interpret it.

The ability to handle hard conversations with grace. You've navigated cancellation calls, retention negotiations, and de-escalations. You don't shy away from conflict - you lean into it with empathy and clarity.

Strong prioritization instincts. With ~100 accounts, you can't go deep on everything every day. You know how to segment by risk and opportunity, manage your time ruthlessly, and still make every customer feel like they matter.

Comfort with a fast-moving environment. You'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma. You'll have 10-20 calls per day with customers. You'll find problems you don't have answers for but are expected to find them. You don't have to be an expert on day 1 but you're expected to be the person who hustles each day to get better.

Communication skills that flex. You can write a crisp email to a restaurant owner, lead a compelling business review, and summarize a complex situation for your manager in the same morning.
Nice to Have

• Experience in the restaurant, food, or hospitality industry
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools
• 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 actually using the platform, and you know why (or why not)
• Risk reduction - You proactively identify and reduce the overall risk for our strategic portfolio

A Note About This Role

We'll be honest: this is a demanding job. You'll carry a large book, move fast, 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 small business owners grow - who gets a genuine thrill from seeing a restaurant's online orders climb because of a recommendation you made - this is one of the most rewarding roles in customer success. You'll have a 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-$137,000 CAD. Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!