Customer Success Manager (Strategic)

Join Owner, a fast-growing startup revolutionizing the restaurant industry. As a Strategic Customer Success Manager, you'll be the primary point of contact for approximately 100 of our most important brands, helping them succeed on our platform. You'll analyze performance data, shape marketing strategies, troubleshoot operations, and build strong relationships with restaurant owners. This role requires strong prioritization skills, excellent communication abilities, and a consultative, data-informed approach.

• Gérer un portefeuille de clients stratégiques, en assurant leur succès sur la plateforme Owner, de l'intégration au renouvellement.
• Agir en tant que consultant de confiance pour les propriétaires de restaurants, en analysant leurs données de performance et en façonnant leur stratégie marketing.
• Protéger et développer les revenus en identifiant proactivement les signaux de désabonnement et en intervenant avant que les problèmes ne s'aggravent.
• We're looking for someone who thrives with a high volume of relationships
• 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS. You've managed a book of business, owned retention metrics, and operated with real accountability for outcomes
• Strong prioritization instincts. With ~100 accounts, you can't go deep on everything every day. You know how to segment by risk and opportunity, manage your time ruthlessly, and still make every customer feel like they matter
• Communication skills that flex. You can write a crisp email to a restaurant owner, lead a compelling business review, and summarize a complex situation for your manager in the same morning
• Experience managing multi-location or high-value accounts. You know what it means to manage complexity across locations, stakeholders, and priorities — and you don't lose the thread
• The ability to handle hard conversations with grace. You've navigated cancellation calls, retention negotiations, and de-escalations. You don't shy away from conflict — you lean into it with empathy and clarity
• A consultative, data-informed approach. You're comfortable pulling a report, identifying the story in the numbers, and translating that into a recommendation a restaurant owner can act on. You don't just present data — you interpret it
• Comfort with a fast-moving environment. You'll work daily in Salesforce, Notion, Slack, SalesLoft, and Sigma. You’ll have 10-20 calls per day with customers. You’ll find problems you don’t have answers for but are expected to find them. You don’t have to be an expert on day 1 but you’re expected to be the person who hustles each day to get better
• Experience in the restaurant, food, or hospitality industry
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools
• Experience working in a high-growth startup where processes are still being built
• Bilingual (English/Spanish) — a meaningful share of our restaurant partners are Spanish-speaking owners