Senior Manager of Customer Success (Enterprise) - Owner

About Owner

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business, powering everything from the restaurant’s website, online ordering, CRM, POS, and more.

Why We're Looking For You

As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships. This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform to power their digital growth.

You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts.

This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York.

The Impact You'll Have

• Strengthening Strategic Partnerships: Lead a team that partners with multi-location restaurant brands and franchise groups to help them maximize platform value.
• Driving Retention and Expansion: Ensure proactive account management, strong stakeholder relationships, and tailored retention and growth strategies.
• Increasing Customer Lifetime Value: Drive expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions.
• Improving Customer Experience: Establish best practices and playbooks for managing complex, multi-stakeholder accounts.
• Scaling Strategic CS: Define how Owner supports high-ARR customers as the company continues to grow.

Who You'll Work With

• SVP of Customer Success
• Other Managers of Customer Success
• Leaders of Customer Support, Launch, and Sales
• Product Leaders
• Operations + Enablement

What We’re Looking For

• Experience: 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
• Leadership: 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams.
• Strategic Account Experience: Experience managing high-ARR customers with multi-location operations.
• Customer-Centric Mindset: A deep commitment to delivering exceptional customer outcomes and building long-term partnerships.
• Analytical & Problem-Solving Skills: Strong ability to interpret customer metrics, anticipate needs, and translate insights into retention and growth strategies.
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Interview Process

1. Recruiter Screen: 30-minute phone call to align on background and motivations.
2. Hiring Manager Interview: 45-minute video interview focusing on leadership and CSM knowledge.
3. Case Study + Live Overview: Take-home exercise followed by a live presentation showcasing thinking and communication style.
4. Cross-Functional Partner Interview: Video interview focused on collaboration across teams.
5. Final Round: Conversation with senior leadership on vision, team fit, and long-term impact.