Senior Manager of Customer Success (Enterprise)

Owner is an AI-native platform that helps local businesses, starting with restaurants, manage digital growth and operations. The Senior Manager of Customer Success (Enterprise) will lead and develop a team serving high-value, complex customers while driving retention, expansion, adoption, and measurable business outcomes. The role will collaborate with senior leadership and cross-functional partners to scale strategic customer success practices.

Responsibilities:

• Strengthening Strategic Customer Partnerships: 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
• Reducing Customer Churn and Driving Customer Expansion at the Strategic Level: Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful
• Increasing Customer Lifetime Value: Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth
• Improving Customer Experience for Complex Accounts: Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity
• Scaling Strategic Customer Success: Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale

Requirements:

• 7+ years of experience in customer success, account management, or customer retention
• 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
• preferably in SaaS, POS, restaurant technology, or SMB software
• 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