Customer Success Manager (Retention)

Join <Owner.com>, a rapidly growing company, as a Customer Success Manager (Retention). In this strategic role, you will engage with a book of accounts to drive optimization and long-term value realization, while also managing incoming cancellation requests with a focus on exceeding a 60%+ retention target. You will leverage strong communication, discovery, and objection-handling skills to de-escalate concerns and translate customer data into compelling value narratives. The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is comfortable building long-term customer relationships as well as navigating high-stakes cancellation calls.

• Engager proactivement un portefeuille de comptes pour optimiser leur utilisation et réaliser leur valeur à long terme.
• Gérer les demandes de résiliation entrantes avec un objectif de dépassement d'un taux de rétention de 60 %.
• Utiliser des compétences en communication, en découverte et en gestion des objections pour dé-escalader les préoccupations et traduire les données clients en récits de valeur convaincants.
• Process-oriented, with the ability to identify inefficiencies and optimize workflows for better results
• Quick thinking and creative problem-solving skills to manage challenging situations and customer objections in real time
• Strong communication and negotiation skills with an expertise in uncovering pain points, objection handling, and de-escalation techniques to retain customers and address concerns effectively. This includes a consultative approach to problem-solving — you know how to guide a customer toward the right solution without it ever feeling like a pitch
• Strong collaboration skills to work with Customer Success Managers and cross-functional teams
• A customer-centric approach, handling conversations with empathy, professionalism, and a solutions-first mindset
• Mastery of time management and prioritization in a fast-paced, dynamic environment. Daily outreach runs 20–25 dials/contacts per day across both reactive and proactive work streams
• Proficiency in interpreting and analyzing customer data to identify trends, wins, and opportunities for growth
• The ability to translate customer usage data and ROI metrics into compelling, real-time narratives that shift customer sentiment
• The ability to self-prioritize and context-switch fluidly — this role manages both scheduled reactive retention calls and proactive optimization outreach, and you'll need to independently assess which queue needs your attention most at any given moment
• We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have:
• 2+ years of experience in a Customer Success, Account Management, or Retention role, ideally in a SaaS or subscription-based environment
• Ability to interpret customer data and usage trends and communicate them clearly and persuasively to customers in real time
• Experience with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase
• Demonstrated track record of hitting retention, save-rate, or account health targets. You can point to specific metrics, not just outcomes
• A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team
• Experience managing a high-volume, call-based workflow and comfortable owning outbound and inbound outreach simultaneously and self-directing your prioritization throughout the day
• A commitment to personal growth and continuous development
• Bonus: Experience working in a restaurant, bringing additional perspective to the role