Customer Success Manager, Strategic (US/Canada)

The role

You will manage a portfolio of approximately 100 major restaurant brands as a business consultant. You will analyze performance data, shape marketing strategies, and troubleshoot operations to drive revenue and retention.

What you will do

• Manage a named portfolio of ~100 parent restaurant brands.
• Act as a single point of accountability for customer success from onboarding through renewal.
• Translate platform data into recommendations for online ordering, marketing, SEO, and guest engagement.
• Lead kickoff calls, performance reviews, and proactive check-ins.
• Own retention and growth for the book of business.
• Identify churn signals and lead save conversations.
• Prepare and deliver recurring performance reviews for key accounts.
• Build playbooks, engagement models, and operational systems for the Strategic CSM function.
• Partner cross-functionally with Sales, Partnerships, Launch, Marketing, SEO, and Product.

Required qualifications

• 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS.
• Experience managing multi-location or high-value accounts.
• A consultative, data-informed approach.
• Ability to handle hard conversations including cancellation calls and retention negotiations.
• Strong prioritization instincts.
• Comfort with a fast-moving environment.
• Proficiency in Salesforce, Notion, Slack, SalesLoft, and Sigma.
• Ability to conduct 10-20 customer calls per day.
• Strong communication skills for emails, business reviews, and manager summaries.

Nice to have

• Experience in the restaurant, food, or hospitality industry
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools
• Experience working in a high-growth startup where processes are still being built
• Bilingual (English/Spanish)

Benefits

• Comprehensive health coverage
• Work from anywhere (100% remote workplace)
• Unlimited PTO
• Extra fun perks

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.