Director of Customer Success Management

🕒 il y a 16 jours

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Owner.com

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2020

☁️ SaaS

🤝 B2B

🏪 Place de marché

💰 €120 000 000 Series C - Owner en 2025-05

SaaS • B2B • Marketplace

Owner. com est une plateforme SaaS alimentée par l'IA qui aide les restaurants indépendants à accroître les ventes directes en ligne en fournissant des sites web personnalisés, des commandes en ligne, des applications mobiles sur mesure, du marketing automatisé, des programmes de fidélité et une livraison sans commission. L'entreprise met l'accent sur la génération de plus de trafic via Google, les commandes répétées, et la réduction des frais tiers pour les propriétaires de restaurants grâce à une technologie prête à l'emploi et un support dédié.

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

🎯 Exigences

• 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

🏖️ Avantages

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