Customer Success Manager, Strategic (US/Canada)

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! 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 and benefits 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! 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.