Director of Customer Success Management

🕒 May 19

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Owner.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $120M Series C - Owner on 2025-05

SaaS • B2B • Marketplace

Owner. com is an AI-powered SaaS platform that helps independent restaurants grow direct online sales by providing branded websites, online ordering, custom mobile apps, automated marketing, loyalty programs, and zero-commission delivery. The company emphasizes driving more Google traffic, repeat orders, and reduced third-party fees for restaurant owners through turnkey technology and support.

📋 Description

• Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio • Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business • Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products • Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement • Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience • Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy

🎯 Requirements

• 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal • 3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvement • Proven track record of improving retention and driving expansion in a recurring revenue business • Comfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operation • Deep understanding of value realization, ROI articulation, and lifecycle management • Strong instinct for identifying churn risk and building repeatable save motions • Experience owning or influencing renewals and expansion targets • Ability to engage and influence executive stakeholders at customer accounts • Highly data-driven; experienced building and managing to KPI frameworks and metric trees • Deep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc. • Ability to translate data into clear actions and priorities • Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a team • Exceptional talent builder with a history of hiring, coaching, and retaining top performers • Experience developing managers and building high-performance, accountable cultures • Proven ability to transform teams from reactive to proactive through strong change management • Familiarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plus

🏖️ Benefits

• comprehensive health coverage • remote-first workplace • unlimited PTO • extra fun perks!