Senior Manager of Customer Success (Enterprise)

Owner.com is an AI-native system designed to help local business owners succeed, particularly in the restaurant sector. The Senior Manager of Customer Success (Enterprise) will lead a team focused on managing complex customer relationships and driving retention and growth for high-value accounts.

Responsibilities:

• 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
• Strengthen strategic customer partnerships by 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
• Reduce customer churn and drive customer expansion at the strategic level by ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful
• Increase customer lifetime value by driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth
• Improve customer experience for complex accounts by establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity
• Scale strategic customer success by helping define how Owner supports high-ARR customers as the company continues to grow

Requirements:

• 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
• 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
• Experience working with franchises or clients with multiple stakeholders is a plus
• Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus