Enterprise Customer Success Manager (SaaS)

TL;DR

Enterprise Customer Success Manager (SaaS): Managing the full customer lifecycle for high-value restaurant groups and multi-location operators with an accent on retention, revenue growth, and strategic business consulting. Focus on building multi-threaded executive relationships, analyzing performance data to drive platform adoption, and scaling enterprise success playbooks.

Location: Must be based in the United States or Canada

Salary: $90,000–$139,500 USD/CAD

Company

Owner is an AI-native platform providing an all-in-one system for local businesses, starting with independent restaurants, to manage websites, online ordering, CRM, and POS.

What you will do

• Serve as the primary point of contact for enterprise restaurant groups and multi-location operators.
• Develop and execute account-specific Success Plans to align platform capabilities with business goals.
• Lead Executive Business Reviews to demonstrate measurable outcomes and drive strategic alignment.
• Own retention, renewal negotiations, and expansion opportunities within your assigned portfolio.
• Act as a business consultant, translating platform data into actionable marketing and operational recommendations.
• Influence internal product and marketing roadmaps by synthesizing customer feedback and performance trends.

Requirements

• 6+ years of experience in Customer Success, Account Management, or related B2B/B2B2C SaaS roles.
• Proven track record managing enterprise or high-value accounts with complex multi-stakeholder relationships.
• Strong commercial acumen with experience leading upsell and renewal negotiations at the executive level.
• Consultative, data-informed approach to problem-solving and strategy development.
• Must be based in the United States or Canada with the ability to travel up to 25% for on-site visits.
• Exceptional communication skills with the ability to handle high-stakes de-escalations and negotiations.

Nice to have

• Experience in the restaurant, food, hospitality, or food & beverage industry.
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools.
• Bilingual proficiency in English and Spanish.
• Experience working in a high-growth startup environment.

Culture & Benefits

• Comprehensive health coverage.
• 100% remote workplace environment.
• Unlimited PTO policy.
• Opportunity to influence the development of enterprise success processes in a fast-scaling company.