Customer Success Manager - Retention (US/Canada)

Owner.com is an AI-native system designed to help local business owners, particularly in the restaurant industry, succeed online. They are looking for a strategic and results-driven Customer Success Manager - Retention to engage with customers, drive optimization, and manage retention efforts to exceed a 60% retention target.

Responsibilities:

• Deliver a world-class customer experience in collaboration with our Operational teams
• Own a dual-track book of business: approximately 50 accounts in a proactive capacity focused on optimization and value realization, and approximately 15 accounts in a reactive retention capacity focused on saving at-risk customers. You'll manage both simultaneously and know when to shift focus
• Drive customer retention with a target save rate of 60%+, reducing churn through a combination of relationship management, data-informed storytelling, and genuine problem-solving
• Help customers improve ROI through strategic, personalized advice and solutions
• Play an integral role in refining health metrics and identifying what it takes to scale success across our entire customer base
• Influence Owner.com's product roadmap by uncovering product opportunities
• Set the stage for strategic follow-up with CSMs and surface actionable insights for Product, Sales, and Marketing

Requirements:

• 2+ years of experience in a Customer Success, Account Management, or Retention role, ideally in a SaaS or subscription-based environment
• Demonstrated track record of hitting retention, save-rate, or account health targets. You can point to specific metrics, not just outcomes
• Experience managing a high-volume, call-based workflow and comfortable owning outbound and inbound outreach simultaneously and self-directing your prioritization throughout the day
• Ability to interpret customer data and usage trends and communicate them clearly and persuasively to customers in real time
• Experience with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase
• A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team
• A commitment to personal growth and continuous development
• Bonus: Experience working in a restaurant, bringing additional perspective to the role