Customer Success Manager - Columbia

Job description

About Owner Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → https://www.owner.com/c Our traction Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com http://Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we're looking for you Owner.com http://Owner.com is growing quickly, and we are looking for a proactive and results-driven Associate Customer Success Manager to join our team. In this role, you will manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle. Your primary focus will be on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks. Through your efforts, you will aim to generate brand ambassadors and uncover expansion opportunities to drive growth. As a key player in the customer experience, you will have the opportunity to influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams to shape the future of our product and offerings. Success in this role will be measured by key performance metrics, including revenue retention and customer engagement. This is a remote-first role, open to candidates based in Colombia. What we're looking for - We are seeking candidates who bring a proactive mindset, adaptability, curiosity, and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who: - Excel in maintaining a high volume of daily calls and meetings while effectively managing their time. - Demonstrate strength in objection handling and deescalating challenging conversations. - Can quickly context-switch to address diverse customer needs with ease. - Are skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions. - Can leverage strategic thinking and the ability to engage in challenging conversations to influence your customers. - Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn. - Are solution-oriented, with a big-picture perspective that drives long-term success. - Possess grit, adaptability, and the ability to navigate ambiguity with confidence. - Confident working with English-speaking customers The impact you'll have - Deliver a world-class customer experience in collaboration with our Launch and Support teams. - Help customers improve ROI through strategic, personalized advice and solutions. - Drive customer retention by reducing churn and enhancing satisfaction. - Play an integral role in refining health metrics and scaling success across our customer base. - Expand Owner.com http://Owner.com’s footprint by uncovering and driving growth opportunities. Minimum requirements - 2+ years of experience in a Customer Success or Account Management role. - Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results. - Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase. - A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team. - A commitment to personal growth and continuous development. - Full fluency in English: reading, writing, and speaking. - Bonus: Experience working in a restaurant, bringing additional perspective to the role. Pay and benefits - The estimated base salary for this role is in the local equivalent of $35,000 - $40,000 USD - Other benefits include comprehensive health coverage, remote-first work environment, unlimited PTO - plus extra fun perks! :triangular_flag_on_post: [https://a.slack-edge.com/production-standard-emoji-assets/16.0/apple-medium/1f6a9@2x.png] Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com http://owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond. Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.