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Customer Success Manager, Strategic (US/Canada)

Owner.com· CX
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Remote$90k - $100kFull-timePosted 1mo ago

About the role

Strategic Customer Success Manager responsible for a portfolio of ~100 high-value restaurant brands, acting as a trusted business consultant to drive retention, expansion, and operational success on the Owner platform.

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. Fill gaps by translating platform data into recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement; lead kickoff calls, performance reviews, and proactive check-ins grounded in data.
  • Protect and grow revenue. Own retention and growth; proactively identify churn signals, intervene before problems escalate, and build the case for value; lead save conversations with data and empathy.
  • Run business reviews that matter. Prepare and deliver recurring performance reviews; discuss what's working, what's not, and next steps aligned to business goals (more orders, repeat guests, revenue).
  • Build the motion. Contribute to playbooks, engagement models, and operational systems; propose improvements for segmentation, prioritization, and engagement.
  • Partner cross-functionally. Work with Sales, Partnerships, Launch, Marketing, SEO, and Product; escalate intelligently and bring patterns, not just problems.

Qualifications

  • 3+ years in Customer Success, Account Management, or related customer-facing role in B2B or B2B2C SaaS; managed a book of business, owned retention metrics, and outcomes accountability.
  • Experience managing multi-location or high-value accounts; ability to manage complexity across locations and stakeholders.
  • Consultative, data-informed approach; ability to interpret data and translate into actionable recommendations for restaurant owners.
  • Ability to handle hard conversations with grace (cancellation calls, retention negotiations, de-escalations).
  • Strong prioritization instincts; effectively segment by risk and opportunity and manage time to ensure each customer feels valued.
  • Comfort with a fast-moving environment; proficient with Salesforce, Notion, Slack, SalesLoft, and Sigma; 10-20 calls per day and problem-solving mindset.

Skills

Required:Account managementData-informed consulting

Benefits

  • comprehensive health coverage
  • work from anywhere (100% remote)
  • unlimited PTO
  • additional fun 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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