Customer Success Manager – Retention

🔥 16 hours ago

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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

• Deliver a world-class customer experience in collaboration with our Operational teams. • Own a dual-track book of business: approximately 50 accounts in a proactive capacity focused on optimization and value realization, and approximately 15 accounts in a reactive retention capacity focused on saving at-risk customers. You'll manage both simultaneously and know when to shift focus. • Drive customer retention with a target save rate of 60%+, reducing churn through a combination of relationship management, data-informed storytelling, and genuine problem-solving. • Help customers improve ROI through strategic, personalized advice and solutions. • Play an integral role in refining health metrics and identifying what it takes to scale success across our entire customer base. • Influence Owner.com's product roadmap by uncovering product opportunities. • Set the stage for strategic follow-up with CSMs and surface actionable insights for Product, Sales, and Marketing.

🎯 Requirements

• 2+ years of experience in a Customer Success, Account Management, or Retention role, ideally in a SaaS or subscription-based environment. • Demonstrated track record of hitting retention, save-rate, or account health targets. You can point to specific metrics, not just outcomes. • Experience managing a high-volume, call-based workflow and comfortable owning outbound and inbound outreach simultaneously and self-directing your prioritization throughout the day. • Ability to interpret customer data and usage trends and communicate them clearly and persuasively to customers in real time. • Experience with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase. • A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team. • A commitment to personal growth and continuous development. • Bonus: Experience working in a restaurant, bringing additional perspective to the role.

🏖️ Benefits

• comprehensive health coverage • work from anywhere (100% remote workplace) • unlimited PTO • extra fun perks!