Customer Retention Manager (SaaS)

TL;DR

Customer Retention Manager (SaaS): Managing a dual-track book of business to drive optimization and long-term value realization for restaurant owners with an accent on de-escalating cancellation requests and exceeding a 60%+ retention target. Focus on translating customer usage data into compelling value narratives and optimizing workflows to scale success across the customer base.

Location: Must be based in the United States or Canada

Salary: $90,000 - $100,000 USD / $125,500 - $139,500 CAD

Company

Owner is an AI-native system designed to help independent local businesses, starting with restaurants, succeed by replacing fragmented tools with an all-in-one platform for online ordering, CRM, and POS.

What you will do

• Manage a dual-track book of business, balancing proactive optimization outreach with reactive retention calls.
• Drive customer retention with a target save rate of 60%+ by de-escalating concerns and translating data into value.
• Improve customer ROI through strategic, personalized advice and solutions.
• Collaborate with cross-functional teams to refine health metrics and identify scaling opportunities.
• Influence the product roadmap by surfacing actionable insights from customer interactions.
• Maintain high-volume daily outreach, averaging 20–25 contacts per day.

Requirements

• Must be based in the United States or Canada.
• 2+ years of experience in Customer Success, Account Management, or Retention, ideally in SaaS.
• Proven track record of hitting retention, save-rate, or account health targets.
• Experience managing high-volume, call-based workflows with simultaneous inbound and outbound outreach.
• Proficiency in interpreting customer usage data and communicating it persuasively in real time.
• Experience with tools such as Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.
• Background in B2B2C, preferably within the food, hospitality, or technology space.

Nice to have

• Experience working in a restaurant environment.

Culture & Benefits

• Comprehensive health coverage.
• 100% remote workplace.
• Unlimited PTO policy.
• Opportunity to work with a team of top talent from companies like Shopify, HubSpot, and Stripe.