Who you are

• Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector
• Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth
• Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
• Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients
• Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams
• Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate
• Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines
• 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

What the job involves

• As the Manager of Customer Success, you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions
• You will lead a team focused on driving the growth and retention of our customer base
• This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms
• You’ll collaborate with the SVP of Customer Success, along with cross-functional teams, to continuously improve the customer experience
• As the Manager of Customer Success, you will be instrumental in shaping the overall customer experience and long-term success of our clients. Your work will directly impact the company’s growth by:
• Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms
• Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV)
• Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time
• Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs
• Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space
• 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

Benefits

• Work from anywhere: Our flexible policy lets you work from wherever you want.
• Equity in Owner: All full-time employees in eligible countries receive pre-IPO equity in Owner.
• Benefits to support your success: We set you up for success where you are and where you’re going.
• Healthcare Coverage: We offer comprehensive health, dental and vision plans.
• Unlimited PTO: Your schedule, your choice. We give our team members full empowerment to choose the time they want to work, and don’t micro-manage working hours.
• Team retreats: We love building real friendships with everyone that we work with, so we do several retreats per year – to deepen our friendships, celebrate our wins, and plan our future.