Senior Manager of Customer Success (Enterprise)

The role

You will lead a team of Customer Success Managers responsible for multi-location restaurant groups, franchises, and high-ARR customers. You will drive retention, expansion, and measurable business outcomes for these strategic accounts.

What you will do

• Lead a team responsible for most valuable and complex customer relationships
• Manage and develop a team of Customer Success Managers
• Deliver a high-touch, strategic customer experience
• Drive retention, expansion, and measurable business outcomes for accounts
• Partner with multi-location restaurant brands and franchise groups
• Ensure proactive account management and strong stakeholder relationships
• Drive expansion across locations, brands, and services
• Establish best practices and playbooks for managing multi-location customers
• Define how Owner supports high-ARR customers as the company grows

Required qualifications

• 7+ years of experience in customer success, account management, or customer retention
• 5+ years of experience managing Customer Success Managers or Account Managers
• Experience managing high-ARR customers with multi-location operations
• Commitment to delivering exceptional customer outcomes
• Strong analytical skills to interpret customer metrics and translate insights into strategies
• Excellent verbal and written communication skills
• Ability to guide teams in managing executive-level customer relationships
• Proven ability to anticipate customer needs and navigate complex situations
• Highly adaptable leader who thrives in a fast-paced environment
• Ability to demonstrate using AI to drive business efficiency

Nice to have

• Experience in SaaS, POS, restaurant technology, or SMB software
• Experience working with franchises or clients with multiple stakeholders
• Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions

Benefits

• Comprehensive health coverage
• Remote-first workplace
• Unlimited PTO
• Extra fun perks

Before you apply

• Recruiter Screen: 30-minute phone call
• Hiring Manager Interview: 45-minute video interview
• Case Study + Live Overview: Take-home exercise and live presentation
• Cross-Functional Partner Interview: Video interview
• Final Round: Conversation with senior leadership

About the company

Owner is an AI-native system used by local business owners, starting with restaurants, to power websites, online ordering, CRM, and POS. The company is a remote-first, global company headquartered in San Francisco.