Why We're Looking for YouOwner.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 benefitsThe 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!
