Manager, Customer Success
O
Owner.comRestaurant technology
This role is 100% remote and can be based anywhere in the United States or Canada.Full-TimeManager
Salary125,000 - 155,000 USD per year
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Job Details
- Experience
- 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
- Required Skills
- Artificial IntelligenceAnalytical SkillsAccount ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
- Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth.
- 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 reps on these critical skills.
- A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
- Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
- Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
- Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
- A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
- Ability to demonstrate using AI to drive business efficiency.
- Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
Responsibilities
- Lead a team focused on driving the growth and retention of our customer base.
- Ensure our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions.
- Collaborate with the SVP of Customer Success, along with cross-functional teams, to continuously improve the customer experience.
- Reduce Customer Churn through proactive monitoring and tailored retention strategies.
- Increase Customer Lifetime Value by fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling.
- Improve Customer Experience by identifying and addressing customer needs.
- Drive Customer Advocacy by cultivating satisfied customers who become advocates.
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