Manager, Customer Success (US)

Owner.com is an AI growth system for local restaurants, focused on improving SEO, marketing, and online ordering. As the Manager of Customer Success, you will ensure customer engagement and satisfaction while leading a team to drive growth and retention.

Responsibilities:

• As the Manager of Customer Success, you will be instrumental in shaping the overall customer experience and long-term success of our clients
• Your work will directly impact the company’s growth by:
• Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms
• Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV)
• Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time
• Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs
• Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space

Requirements:

• 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector
• Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth
• 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
• A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients
• Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention
• Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams
• Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate
• A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines
• Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus