Customer Success Manager - Enterprise
New
O
Owner.comSMB Software, Restaurants
Remote - United States; Secondary Locations: Remote - CanadaFull-TimeSenior
Salary90,000 USD - 139,500 CAD per year
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Job Details
- Languages
- Spanish
- Experience
- 6+ years
- Required Skills
- Project ManagementSalesforceAccount ManagementCustomer SuccessSaaSSlackNotion
Requirements
- 6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS.
- Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators.
- Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations at the C-suite and VP-level.
- Consultative, data-informed approach with the ability to interpret data and translate it into actionable recommendations.
- Ability to handle difficult conversations, including cancellation calls and de-escalations, with empathy and clarity.
- Exceptional communication skills, from executive business reviews to internal escalations.
- Highly organized with strong project management instincts and a bias toward action.
- Comfort working in a fast-moving environment with tools like Salesforce, Notion, Slack, SalesLoft, and Sigma.
- Willingness and ability to travel up to 25% for on-site customer visits.
- Bilingual (English/Spanish) is a plus.
Responsibilities
- Serve as the primary point of contact for a portfolio of enterprise restaurant groups and multi-location operators.
- Develop account-specific Success Plans that align Owner's platform to each customer's business goals and growth priorities.
- Build multi-threaded relationships with executive stakeholders, GMs, operators, and technical teams.
- Lead structured Executive Business Reviews that demonstrate measurable outcomes and tie recommendations back to business goals.
- Own retention and growth for your book of business by identifying expansion opportunities and managing renewal negotiations.
- Translate platform data into actionable recommendations on online ordering performance, marketing campaigns, and SEO.
- Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling.
- Act as the voice of the customer internally to influence Product, Marketing, and Operations roadmaps.
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