Senior Manager of Customer Success (Enterprise)
New
O
OwnerRestaurant technology
This role is 100% remote and open to candidates anywhere in the United StatesFull-TimeManager
SalaryThe estimated base salary range for this role is $160K - $175K USD, plus a generous pre-IPO equity package
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Job Details
- Experience
- 7+ years of experience in customer success, account management, or customer retention; 3+ years of experience managing Customer Success Managers or Account Managers.
- Required Skills
- Artificial IntelligenceTeam managementCustomer SuccessSaaSAccount Management
Requirements
- Have 7+ years of experience in customer success, account management, or customer retention.
- Have 3+ years of experience managing Customer Success Managers or Account Managers.
- Bring a track record of building and developing high-performing teams.
- Have experience managing high-ARR customers with multi-location operations.
- Bring a deep commitment to customer outcomes and experience building long-term strategic account partnerships.
- Use customer metrics and analysis to develop retention and growth strategies.
- Demonstrate the ability to guide teams in executive-level customer relationships.
- Anticipate customer needs, navigate complex situations, and support teams in resolving challenges.
- Demonstrate using AI to drive business efficiency.
- Experience with franchises or clients with multiple stakeholders is a plus.
- Experience in SaaS, POS, restaurant technology, or SMB software is preferred.
- Familiarity with SaaS platforms, restaurant technology, online ordering systems, or POS solutions is a plus.
Responsibilities
- Lead and develop a team of Customer Success Managers serving high-value and complex customer relationships.
- Partner with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth.
- Drive proactive account management, stakeholder relationships, and tailored retention and growth strategies.
- Increase customer lifetime value by driving expansion across locations, brands, and services.
- Help customers adopt Owner’s solutions to support long-term growth.
- Establish best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity.
- Help define how Owner supports high-ARR customers as the company scales.
- Collaborate with the SVP of Customer Success and cross-functional partners to support strategic customers.
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