Director of Customer Success Management

Owner.com is an AI-native system designed to help local business owners, starting with restaurants, succeed in the digital age. The Director of Customer Success will lead the Customer Success Management function to enhance customer retention and growth, ensuring clients realize meaningful value from the platform.

Responsibilities:

• Own and elevate retention outcomes: Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio
• Transform the CSM model: Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business
• Build a high-performing org: Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products
• Innovate with AI: Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement. Champion AI fluency across the team and set the expectation that every CSM actively uses AI tools in their day-to-day work
• Strengthen the end-to-end customer journey: Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience
• Turn customer insight into action: Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy

Requirements:

• 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal
• 3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvement
• Proven track record of improving retention and driving expansion in a recurring revenue business
• Comfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operation
• Deep understanding of value realization, ROI articulation, and lifecycle management
• Strong instinct for identifying churn risk and building repeatable save motions
• Experience owning or influencing renewals and expansion targets
• Ability to engage and influence executive stakeholders at customer accounts
• Highly data-driven; experienced building and managing to KPI frameworks and metric trees
• Deep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc
• Ability to translate data into clear actions and priorities
• Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a team
• Ability to develop a clear framework for where AI should handle, assist, or defer to human CSMs across the customer lifecycle
• Exceptional talent builder with a history of hiring, coaching, and retaining top performers
• Experience developing managers and building high-performance, accountable cultures
• Proven ability to transform teams from reactive to proactive through strong change management
• Familiarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plus