Senior Manager of Customer Success (Enterprise)
Owner
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Job summary
Owner is seeking a Senior Manager of Customer Success (Enterprise) to lead a high-value, multi-location restaurant client team. You will develop strategies for retention, expansion, and long-term partnerships across locations and franchises.
This 100% remote role is open to US candidates, with preference for candidates in SF, LA, Chicago or New York. You will collaborate with the SVP of CS and cross-functional partners to scale success for top accounts.
Qualifications
- 7+ years in customer success, account management, or retention.
- 3+ years leading Customer Success Managers or Account Managers.
- Experience with high-ARR customers and multi-location operations.
- Experience with franchises or clients with multiple stakeholders is a plus.
- Customer-centric mindset with focus on long-term partnerships.
- Strong analytical skills to interpret metrics and drive retention/growth.
- Excellent communication, including executive relationships.
- Problem-solving and adaptability in fast-paced environments.
Responsibilities
- Lead a high-touch CS team for enterprise customers.
- Drive retention, expansion, and measurable outcomes.
- Develop and nurture senior executives relationships.
- Collaborate with cross-functional partners and SVP of CS.
- Scale customer success operations for high-ARR accounts.
- Guide teams in managing multi-location accounts.
Skills
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!
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. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership.
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 requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives.
You’ll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.
You will play a critical role in the growth and long-term success of Owner’s highest-value customers. Your work will directly impact the company’s trajectory by:
Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth.
Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful.
Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long‑term growth.
Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity.
Helping define how Owner supports high‑ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale.
Your leadership will directly influence customer retention, revenue growth, and the success of some of Owner’s most important customers.
Director of Customer Success
Managers of Customer Success
Leaders of Customer Support, Launch, and Sales
Operations + Enablement
7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high‑performing teams.
Experience managing high‑ARR customers with multi‑location operations.
Experience working with franchises or clients with multiple stakeholders is a plus.
A deep commitment to delivering exceptional customer outcomes, with experience building long‑term partnerships with strategic accounts.
Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies.
Excellent verbal and written communication skills, with the ability to guide teams in managing executive‑level customer relationships.
Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively.
A highly adaptable leader who thrives in a fast‑paced environment and can manage competing priorities.
Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
30-minute phone call to align on your background, what you're looking for, and answer any early questions
45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach
A take‑home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style
Video interview with key cross‑functional partners focused on collaboration, communication style, and how you work across teams
Conversation with senior leadership to discuss vision, team fit, and long‑term impact in the role
The estimated base salary range for this role is $170-$200k USD, plus a generous pre‑IPO RSU package
Other benefits include comprehensive health coverage, remote‑first workplace, unlimited PTO - plus extra fun perks!
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