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Senior Manager of Customer Success (Enterprise)

Owner.com· CX
Apply on company site
Remote$170k - $200kFull-timePosted 1mo ago

About the role

Senior leadership role responsible for guiding and developing the Enterprise Customer Success team that manages high-value, multi-location restaurant groups, franchises, and other high-ARR accounts to drive retention, expansion, and measurable business outcomes.

Responsibilities

  • Lead a team of Customer Success Managers dedicated to high-touch, strategic customer experience for enterprise accounts.
  • Manage and develop CSMs to deliver retention, expansion, and measurable outcomes for multi-location accounts.
  • Collaborate with SVP of Customer Success and cross-functional partners to ensure strategic customers are successful and grow with Owner.
  • Strengthen strategic customer partnerships with multi-location brands and franchises to maximize value of Owner’s platform.
  • Reduce churn and drive expansion at the strategic level through proactive account management and tailored retention strategies.
  • Increase customer lifetime value by driving expansion across locations, brands, and services.
  • Improve customer experience for complex accounts by establishing best practices and playbooks for multi-stakeholder environments.
  • Scale strategic customer success by defining support for high-ARR customers as the company grows.

Qualifications

  • 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
  • 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.
  • Experience working with franchises or clients with multiple stakeholders is a plus.
  • Customer-centric mindset with a focus on long-term partnerships and outcomes.
  • Strong analytical skills to interpret customer metrics and translate insights into retention and growth strategies.
  • Excellent verbal and written communication skills for executive-level relationships.
  • Problem-solving ability to anticipate needs and resolve complex situations.
  • Adaptability to fast-paced environments and competing priorities.
  • Technical aptitude to demonstrate using AI to drive business efficiency; familiarity with SaaS platforms, restaurant tech, online ordering, or POS is a plus.

Skills

Required:Customer success leadershipStrategic account managementStakeholder managementAnalytical skillsExecutive communication
Nice to have:AI in business processes

Benefits

  • comprehensive health coverage
  • remote-first workplace
  • unlimited PTO
  • generous pre-IPO RSU package
  • extra perks
Last updated Oct 10, 2026. Interested? Apply on the company site.

About Owner.com

Online Ordering and Restaurant Marketing System | Owner.com

Restaurant WebsiteRestaurant SEOOnline OrderingLoyalty & RewardsBranded Restaurant AppEmail & SMS MarketingPush Notifications MarketingDelivery
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