[Remote] Customer Success Manager - Enteprise (US/Canada)

Note: The job is a remote job and is open to candidates in USA. Owner.com is an AI-native system designed to help local business owners succeed, particularly in the restaurant industry. The Enterprise Customer Success Manager will manage the full customer lifecycle for high-value restaurant groups, acting as a business consultant to ensure customer retention and growth through strategic relationship management.

Responsibilities

• Serve as the primary point of contact for a portfolio of enterprise restaurant groups and multi-location operators
• Develop account-specific Success Plans that align Owner's platform to each customer's business goals and growth priorities
• Build multi-threaded relationships with executive stakeholders, GMs, operators, and technical teams — potentially including on-site visits
• Lead structured Executive Business Reviews that demonstrate measurable outcomes, drive strategic alignment, and tie every recommendation back to real business goals: more orders, more repeat guests, more revenue through their own channels
• Own retention and growth for your book — building the case for Owner's value with data, empathy, and a vision
• Proactively monitor account health, identify churn and risk signals early, and execute mitigation strategies before problems escalate
• Identify expansion opportunities through a consultative approach — educating customers on new features, products, and use cases
• Own complex upsell and renewal negotiations, managing the full commercial lifecycle in partnership with Sales
• Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement
• Lead kickoff calls, performance reviews, and proactive check-ins grounded in their numbers and focused on driving results
• Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling
• Lead disciplined project management across onboarding, implementation, and growth initiatives — tracking milestones and holding teams accountable
• Act as the voice of the customer internally — synthesizing feedback and trends with data to influence Product, Marketing, and Operations roadmaps
• Partner cross-functionally with Sales, Partnerships, Launch, Support, Marketing, and Product to advocate for your customers and close the loop on their feedback

Skills

• 6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS — with real accountability for retention and growth outcomes
• Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators and complex multi-stakeholder relationships
• Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations including C-suite and VP-level executives
• A consultative, data-informed approach — you don't just present data, you interpret it and translate it into recommendations a restaurant owner can act on
• The ability to handle hard conversations with grace — you've navigated cancellation calls, retention negotiations, and de-escalations with empathy and clarity
• Exceptional communication skills that flex: crisp emails to operators, compelling business reviews, and sharp internal escalations — all in the same morning
• Highly organized with strong project management instincts and a bias toward action, accountability, and follow-through
• Comfort with a fast-moving environment — you'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma, and you're expected to hustle each day to get better
• Willingness and ability to travel up to 25% to visit customers on-site
• Experience in the restaurant, food, hospitality, or food & beverage industry
• Familiarity with online ordering platforms, POS systems, restaurant marketing tools, or multi-unit franchise environments
• 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

Benefits

• Comprehensive health coverage
• Work from anywhere (100% remote workplace)
• Unlimited PTO - plus extra fun perks!

Company Overview