POS Customer Success Manager, LATAM

The role

You will own the post-launch relationship for restaurants using Owner's full stack products. You will drive adoption and retention for the Core digital ordering platform and point of sale system.

What you will do

• Own a portfolio of POS customers across all stages of the post-go-live lifecycle
• Drive full product adoption across Owner's Core Online Ordering platform and Point of Sale
• Coach customers on in-store growth strategies, loyalty program adoption, mobile app optimization and sales volume growth
• Conduct Value Reviews tying product usage to customer business outcomes
• Identify and mitigate churn risk by monitoring customer health signals
• Manage cancellation conversations with objection handling skills
• Collaborate cross-functionally with Product, Launch, Support and Sales
• Help build POS playbooks including processes, SOPs and scalable frameworks

Required qualifications

• 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company
• Held targets which included NRR, GRR and/or retention metrics
• Working knowledge of POS hardware payment processing technology and in-store restaurant operations
• Proven track record of managing customer churn and driving product adoption in a SaaS environment
• Expertise with tools such as Salesforce, SalesLoft, Claude, Notion, Slack
• A background in B2B2C, ideally within the food/hospitality and technology space
• Familiarity with industry trends and competitive dynamics
• A commitment to personal growth and continuous improvement
• Strong customer centric approach
• Strong communication and negotiation skills
• Strong proficiency in interpreting data to identify trends, wins and opportunities
• Quick thinking and creative problem-solving

Nice to have

• Experience working in a restaurant
• Previous experience in a high-growth or early stage SaaS company where you helped build and refine CS processes
• Familiarity with digital marketing strategies (SEO, email, loyalty, Google Ads) that drive restaurant revenue

Benefits

• Comprehensive health coverage
• Remote-first 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.