Customer Success Manager - Enterprise (US/Canada)

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.

It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.

Product philosophy

Most small business software makes owners do the work to get what they want: sales growth 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. As it improves, the business improves with it.

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.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants – we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed 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.

More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team

Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2026 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

About the Role

As an Enterprise CSM, you own the full customer lifecycle for our highest-value restaurant groups and multi-location operators - from go-live through long-term expansion. These are the accounts where Owner's platform has the deepest impact and where a great CSM relationship is the difference between a customer who stays and grows and one who churns.

This is not a reactive support role. You'll operate as a business consultant to your customer - analyzing performance data, shaping marketing strategy, leading executive business reviews, and building the kind of relationship where customers call you before they call anyone else. You'll also have real input into the playbooks and processes that define how this team operates as we scale.

What You'll Do

Own the Customer Relationship End-to-End

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 - potentially including on-site visits

Lead structured Executive Business Reviews that demonstrate measurable outcomes, drive strategic alignment, and tie every recommendation back to real business goals: more orders, more repeat guests, more revenue through their own channels

Protect and Grow Revenue

Own retention and growth for your book - building the case for Owner's value with data, empathy, and a vision

Proactively monitor account health, identify churn and risk signals early, and execute mitigation strategies before problems escalate

Identify expansion opportunities through a consultative approach - educating customers on new features, products, and use cases

Own complex upsell and renewal negotiations, managing the full commercial lifecycle in partnership with Sales

Be the Consultant They Don't Have

Most independent restaurant owners don't have a CMO, a CTO, or a data analyst - you'll fill all three gaps

Translate platform data into plain-language recommendations on online ordering performance, marketing campaigns, SEO, and guest engagement

Lead kickoff calls, performance reviews, and proactive check-ins grounded in their numbers and focused on driving results

Build the Motion

Operate with high autonomy to define, iterate, and scale enterprise success processes, playbooks, and tooling

Lead disciplined project management across onboarding, implementation, and growth initiatives - tracking milestones and holding teams accountable

Act as the voice of the customer internally - synthesizing feedback and trends with data to influence Product, Marketing, and Operations roadmaps

Partner cross-functionally with Sales, Partnerships, Launch, Support, Marketing, and Product to advocate for your customers and close the loop on their feedback

What You Bring

6+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS - with real accountability for retention and growth outcomes

Proven track record managing a portfolio of enterprise or high-value accounts, including multi-location operators and complex multi-stakeholder relationships

Strong commercial acumen with experience leading upsell, expansion, and renewal negotiations including C-suite and VP-level executives

A consultative, data-informed approach - you don't just present data, you interpret it and translate it into recommendations a restaurant owner can act on

The ability to handle hard conversations with grace - you've navigated cancellation calls, retention negotiations, and de-escalations with empathy and clarity

Exceptional communication skills that flex: crisp emails to operators, compelling business reviews, and sharp internal escalations - all in the same morning

Highly organized with strong project management instincts and a bias toward action, accountability, and follow-through

Comfort with a fast-moving environment - you'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma, and you're expected to hustle each day to get better

Willingness and ability to travel up to 25% to visit customers on-site

Nice to Have

Experience in the restaurant, food, hospitality, or food & beverage industry

Familiarity with online ordering platforms, POS systems, restaurant marketing tools, or multi-unit franchise environments

Experience working in a high-growth startup where processes are still being built

Bilingual (English/Spanish) - a meaningful share of our restaurant partners are Spanish-speaking owners

What Success Looks Like

You'll be measured on the outcomes that matter most to our customers and our business:

Revenue retention - you keep your book healthy and growing

Customer engagement and product adoption - your customers are actively using the platform, and you know why (or why not)

Risk reduction - you proactively identify and reduce risk across the enterprise portfolio

Expansion - you find and close growth opportunities within your existing accounts

A Note on This Role

We'll be honest: this is a demanding job. You'll manage a complex book of business, move fast, potentially travel, and wear a lot of hats. Priorities will shift. You'll be expected to operate with high ownership and minimal hand-holding.

But if you're the kind of person who finds energy in helping restaurant owners grow - who gets a genuine thrill from seeing a multi-location brand's online orders climb because of a strategy you drove - this is one of the most rewarding roles in customer success. You'll have meaningful impact on real businesses, real influence on how we build this function, and a front-row seat to one of the most exciting platform plays in the restaurant industry.

Compensation

The estimated base salary range for this role is $90K-100K USD / $125,500-$139,500 CAD. Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.

We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.