Manager, Customer Success

About

Owner is the AI growth system for local restaurants.

Our AI continuously improves SEO, marketing, and online ordering to grow first‑party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts.

Owner is like having an army of engineers and marketers on your side, just like the big chains.

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants, we’ll scale it into every other local business type.

In the future we envision tens of millions of local business owners will use our technology to succeed in the digital age.

Read our Series C memo here →

Since 2020, we’ve generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an  website.

More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including Shopify, Hub Spot, Door Dash, Service Titan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2026 to keep pace with our customer growth.

Owner is a remote‑first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in‑person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.

As the Manager of Customer Success, you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions. You will lead a team focused on driving the growth and retention of our customer base. This role requires a customer‑first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms.

You’ll collaborate with the SVP of Customer Success, along with cross‑functional teams, to continuously improve the customer experience.

This role is 100% remote and can be based anywhere in the United States or Canada.

• Reducing Customer Churn:
  Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms.
• Increasing Customer Lifetime Value:
  By fostering deeper relationships with customers and identifying opportunities for upselling or cross‑selling, your efforts will significantly contribute to higher CLTV.
• Improving Customer
  
  Experience:
  
  You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time.
• Driving Customer Advocacy:
  Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word‑of‑mouth or formal programs.
• Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space.

• SVP of Customer Success
• Other Managers of Customer Success
• Leaders of Customer Support, Launch, and Sales
• Product Leaders
• Operations + Enablement

• Experience
  : 5+ years in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
• Leadership
  :
  Experience managing a customer‑facing team, with proven ability to drive performance and nurture team growth.
• Objection Handling
  : 2‑3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up‑level…