Senior Manager of Customer Success (Enterprise) - Owner

About Owner: Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business, powering everything from the restaurant’s website, online ordering, CRM, POS, and more.

Product Philosophy: Most small business software makes owners do the work to achieve sales and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. Using Owner should feel like having a team of great operators, engineers, and marketers working for you.

Our Vision: We’re starting by helping independent restaurants succeed online. However, our solution is not limited to restaurants. Most local businesses face similar challenges, with large corporations bleeding their profits and making survival difficult. Once we perfect the solution for restaurants, we’ll scale it to every other local business type. Our future vision includes tens of millions of local business owners using our technology to thrive in the digital age.

Our Traction: Since 2020, we’ve generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. We’ve helped over 20,000 restaurant owners, saving them nearly $200 million in fees.

Our Team: Our team is now in the low hundreds, with top talent from companies like Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. We’ll be scaling even faster in 2026 to match our customer growth.

Where We Work: Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. Most roles are distributed globally, but some prioritize in-person collaboration at our office locations.

Why We’re Looking for You: As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships. This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform for digital growth. You will manage and develop a team of Customer Success Managers, delivering high-touch, strategic customer experiences while driving retention, expansion, and measurable business outcomes.

This role requires strong leadership, a deep understanding of customer success strategy, and the ability to navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives. You’ll collaborate closely with the SVP of Customer Success and cross-functional partners to ensure our most strategic customers are successful and continue to grow with Owner.

The Impact You’ll Have:

• Strengthening Strategic Customer Partnerships: Lead a team partnering with multi-location restaurant brands and franchise groups to maximize Owner’s platform value and achieve measurable growth.
• Reducing Customer Churn and Driving Expansion: Ensure proactive account management, strong stakeholder relationships, and tailored retention/growth strategies for high-value customers.
• Increasing Customer Lifetime Value: Drive expansion across locations, brands, and services, helping customers fully adopt Owner’s solutions for long-term growth.
• Improving Customer Experience: Establish best practices and playbooks for managing multi-location customers with multiple stakeholders.
• Scaling Strategic Customer Success: Help define how Owner supports high-ARR customers as the company grows, ensuring exceptional results at scale.

Who You’ll Work With: SVP of Customer Success, other Managers of Customer Success, Customer Support, Launch, Sales, Product Leaders, and Operations + Enablement.

What We’re Looking For:

• Experience: 7+ years in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
• Leadership: 3+ years managing Customer Success Managers or Account Managers with a track record of building high-performing teams.
• Strategic Account Experience: Experience managing high-ARR customers with multi-location operations.
• Complex Stakeholder Management: Experience with franchises or clients with multiple stakeholders.
• Customer-Centric Mindset: Commitment to delivering exceptional customer outcomes and building long-term partnerships.
• Analytical Skills: Strong ability to interpret customer metrics and translate insights into retention/growth strategies.
• Communication Skills: Excellent verbal and written communication to guide teams in managing executive-level relationships.
• Problem-Solving: Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges.
• Adaptability: Thrives in fast-paced environments and manages competing priorities.
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency; familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Interview Process:

• Recruiter Screen: 30-minute phone call to align on background and expectations.
• Hiring Manager Interview: 45-minute video interview focusing on leadership experience and customer success knowledge.
• Case Study + Live Overview: Take-home exercise followed by a live presentation showcasing thinking, experience, coaching approach, and communication style.
• Cross-Functional Partner Interview: Video interview with key partners focused on collaboration and communication style.
• Final Round: Conversation with senior leadership on vision, team fit, and long-term impact.