Full Job Description
Why we're looking for you
As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships.
This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner's platform to power their digital growth. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership.
You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts.
This role requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives.
You'll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.
This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York.
The impact you'll have
You will play a critical role in the growth and long-term success of Owner's highest-value customers. Your work will directly impact the company's trajectory by:
Strengthening Strategic Customer Partnerships: Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner's platform and achieve measurable growth.
Reducing Customer Churn and Driving Customer Expansion at the Strategic Level: Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful.
Increasing Customer Lifetime Value: Driving expansion across locations, brands, and services while helping customers fully adopt Owner's solutions to unlock long-term growth.
Improving Customer Experience for Complex Accounts: Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity.
Scaling Strategic Customer Success: Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale.
Your leadership will directly influence customer retention, revenue growth, and the success of some of Owner's most important customers.
Who you'll work with
SVP of Customer Success
Other Managers of Customer Success
Leaders of Customer Support, Launch, and Sales
Product Leaders
Operations + Enablement
What we're looking for
Experience: 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
Leadership: 3+ years of experience 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: A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts.
Analytical Skills: Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies.
Communication Skills: Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships.
Problem-Solving: Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively.
Adaptability: A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities.
Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
Interview Process
Recruiter Screen: 30-minute phone call to align on your background, what you're looking for, and answer any early questions
Hiring Manager Interview: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach
Case Study + Live Overview: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style
Cross-Functional Partner Interview: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams
Final Round: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role
Compensation and benefits
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 - plus extra fun perks!
