Senior Manager of Customer Success (Enterprise)

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 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! 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.