Customer Success Manager - Strategic (US/Canada)

Owner is an AI-native platform designed to help local business owners, particularly in the restaurant sector, succeed in the digital age. The Strategic Customer Success Manager will manage a portfolio of approximately 100 key restaurant brands, acting as a trusted consultant to drive their success on the Owner platform through data analysis, marketing strategy, and operational support.

Responsibilities:

• Own your book. Manage a named portfolio of ~100 parent restaurant brands. You're their person — the single point of accountability for their success on the Owner platform, from onboarding through renewal and beyond
• Be the consultant they don't have. Most independent restaurant owners don't have a CMO, a CTO, or a data analyst. You'll fill all three gaps — translating platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement. You'll lead kickoff calls, performance reviews, and proactive check-ins that are grounded in their numbers and focused on driving results
• Protect and grow revenue. Own retention and growth for your book. Proactively identify churn signals using data points, intervene before problems escalate, and build the case for why Owner is driving real value. When a customer is considering leaving, you'll lead the save conversation with data and empathy
• Run business reviews that matter. Prepare and deliver recurring performance reviews for your key accounts. You’ll lead honest conversations about what's working, what's not, and what to do next. Tie every recommendation back to the restaurant's actual business goals: more orders, more repeat guests, more revenue through their own channels
• Build the motion. The Strategic CSM function is still maturing. You'll have real input into the playbooks, engagement models, and operational systems that define how this team works. If you see a better way to segment, prioritize, or engage, you'll have a seat at the table to propose it and the support to build it
• Partner cross-functionally. Work closely with Sales, Partnerships, Launch, Marketing, SEO, and Product to advocate for your customers and close the loop on their feedback. Escalate intelligently. Bring patterns, not just problems

Requirements:

• 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS
• Experience managing multi-location or high-value accounts
• A consultative, data-informed approach
• The ability to handle hard conversations with grace
• Strong prioritization instincts
• Comfort with a fast-moving environment
• Communication skills that flex
• Experience in the restaurant, food, or hospitality industry
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools
• Experience working in a high-growth startup where processes are still being built
• Bilingual (English/Spanish) — a meaningful share of our restaurant partners are Spanish-speaking owners