POS Customer Success Manager, LATAM
Owner
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Benefits offered by this job
Job summary
Owner, a remote-first SaaS company serving the restaurant sector, is hiring a POS Customer Success Manager. You’ll own post-launch relationships for restaurants using Owner’s Core Online Ordering and POS, driving adoption and measurable business value.
Ideal candidates have 2+ years in Customer Success or Account Management in POS/restaurant tech, experience with churn reduction, and fluency with Salesforce, SalesLoft, Claude, Notion and Slack.
Qualifications
- 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company.
- Experience working with retention metrics such as NRR/GRR.
- Knowledge of POS hardware and in-store restaurant operations.
- Proven track record of reducing churn and driving product adoption in SaaS.
- Familiarity with Salesforce, SalesLoft, Claude, Notion and Slack.
Responsibilities
- Own a portfolio of POS customers across all stages of the post-go-live lifecycle, driving full product adoption of Core Online Ordering and POS.
- Coach customers on in-store growth strategies, loyalty program adoption, and app optimization to boost sales.
- Conduct Value Reviews tying product usage to business outcomes like MoM growth and revenue.
- Identify churn risk signals and engage at-risk customers with effective objection handling.
- Collaborate cross-functionally with Product, Launch, Support and Sales to surface insights and drive improvements.
- Help build POS playbooks and scalable processes as the team grows.
Skills
Tools
Job description
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.
It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.
Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.
Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.
Using Owner should feel like having a team of great operators, engineers, and marketers working for you.
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.
Once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.
Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.
More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.
We’ll be scaling even faster in 2026 to keep pace with our customer growth.
Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!
Owner.com is scaling its Point of Sale rapidly, and we’re building a dedicated Customer Success team to support our newest customer segment. As a POS CSM, you will own the post-launch relationship for restaurants running Owner’s full stack — Core digital ordering platform and point of sale system. Your mission is to drive adoption and retention across both products by proving measurable business value.
The ideal candidate has hands‑on experience with POS technology, understands in-store restaurant operations and can translate product capabilities into tangible business outcomes like loyalty program adoption and increased in-store and online sales.
Own a portfolio of POS customers across all stages of the post-go-live lifecycle, with a focus on driving full product adoption across both Owner’s Core Online Ordering platform and Point of Sale.
Deliver ongoing value by coaching customers on in-store growth strategies, loyalty program adoption, mobile app optimization and sales volume growth
Conduct Value Reviews that tie product usage to customer business outcomes: MoM sales growth, conversion, in-store revenue and digital channel performance.
Identify and mitigate churn risk by monitoring customer health signals, proactively engaging with at‑risk customers and managing cancellation conversations with strong objection handling skills
Collaborate cross‑functionally with Product, Launch, Support and Sales to surface POS customer insights, drive product improvements and identify growth opportunities
Help build POS playbooks: contributing to processes, SOPs and scalable frameworks as this team grows
A strong customer centric approach. You handle conversations with empathy, professionalism and a solutions‑first mindset
Strong communication and negotiation skills with expertise in uncovering pain points, objection handling and de‑escalation
Strong proficiency in interpreting data to identify trends, wins and opportunities. You have the ability to use data to tell a compelling story
Quick thinking and creative problem‑solving to manage challenging customer situations in real time with a high degree of ownership and accountability
Process‑oriented thinking. You see inefficiencies and build better frameworks to improve your workflow and your team’s process
Grit, adaptability and comfort navigating ambiguity. This team is in build mode and you are excited by that!
2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company
You 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 trends and competitive dynamics
A commitment to personal growth and continuous improvement
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
Help restaurant owners see measurable ROI from Owner’s platform
Shape the POS customer journey. You will work in a collaborative enirvonment to define how this team operates at scale
Surface product insights and influence Owners roadmap
The estimated base salary range for this role is $30,000-$40,000 USD converted to your local currency
Other benefits include comprehensive health coverage, remote‑first workplace, unlimited PTO - plus extra fun perks!
Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.
We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.
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