Senior Enterprise Customer Success Lead — Remote

Owner.com; United States; Remote; USD 160,000 - 175,000; Full time

Benefits offered by this job

Comprehensive health coverage

Remote-first workplace

Unlimited PTO

Extra fun perks

Job summary

Owner.com, a remote-first global company, seeks a Senior Manager of Customer Success (Enterprise) to lead a team serving multi-location restaurant groups and franchises. You will drive retention, expansion, and strategic outcomes while coaching Customer Success Managers and coordinating with Sales, Product, and Support.

This role requires 7+ years in customer success or account management, 3+ years of leadership, and a proven ability to navigate complex stakeholder networks.

Qualifications

• 7+ years of experience in customer success, account management, or retention.
• 3+ years of leadership managing CS/AM teams.
• Experience handling high-ARR, multi-location accounts.
• Experience working with franchises or clients with multiple stakeholders.
• Customer-centric mindset focused on long-term partnerships.
• Strong analytical skills to interpret metrics and inform strategies.
• Excellent verbal and written communication for executive relationships.
• Problem-solving ability to anticipate needs and resolve challenges.
• Adaptable leader thriving in fast-paced environments with competing priorities.
• Familiarity with AI to drive business efficiency; SaaS/restaurant tech a plus.

Responsibilities

• Lead a team responsible for multi-location restaurant brands and franchises.
• Drive retention, expansion, and measurable business outcomes.
• Develop and coach Customer Success Managers for high performance.
• Collaborate with cross-functional partners to ensure executive-level success.
• Scale customer success practices and define playbooks for strategic accounts.

Skills

Customer Success

Leadership

Strategic Accounts

Stakeholder Management

Customer-Centric Mindset

Analytical Skills

Communication Skills

Problem-Solving

Adaptability

Technical Aptitude

Job description

Owner.com, a remote-first global company, seeks a Senior Manager of Customer Success (Enterprise) to lead a team serving multi-location restaurant groups and franchises. You will drive retention, expansion, and strategic outcomes while coaching Customer Success Managers and coordinating with Sales, Product, and Support.

This role requires 7+ years in customer success or account management, 3+ years of leadership, and a proven ability to navigate complex stakeholder networks.