lead the team responsible for our most valuable and complex customer relationships.
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.
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.

7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams.
Experience managing high-ARR customers with multi-location operations.
Experience working with franchises or clients with multiple stakeholders is a plus.
A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts.
Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies.
Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships.
Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively.
A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities.
Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Senior Manager, Customer Success – Enterprise

Key skills