Manager Of Customer Success (SaaS)

TL;DR

Manager of Customer Success (SaaS): Leading a customer-facing team to drive growth, retention, and platform adoption for independent restaurant owners with an accent on reducing churn and increasing customer lifetime value. Focus on coaching reps in objection handling, leveraging AI for business efficiency, and collaborating cross-functionally to improve the overall customer experience.

Location: Must be based in the United States or Canada

Salary: $125,000–$155,000 USD

Company

Owner is an AI-native system designed to help local business owners succeed by replacing fragmented tools with an integrated platform for websites, online ordering, CRM, and POS.

What you will do

• Lead and mentor a customer-facing team to drive performance and professional growth.
• Develop and execute proactive retention strategies to reduce customer churn.
• Identify opportunities for upselling and cross-selling to increase customer lifetime value.
• Collaborate with product, sales, and support leadership to refine the customer experience.
• Analyze customer data and metrics to turn insights into actionable retention strategies.
• Foster customer advocacy and build strong, long-term relationships with clients.

Requirements

• 5+ years of experience in customer retention, customer success, or account management, preferably in SaaS, POS, or restaurant tech.
• 2-3 years of experience in software sales, specifically with small business owners.
• Proven leadership experience managing a customer-facing team.
• Strong analytical skills and ability to interpret customer data.
• Must be based in the United States or Canada.
• Technical aptitude with a focus on using AI to drive business efficiency.

Culture & Benefits

• 100% remote workplace with a global team.
• Comprehensive health coverage.
• Unlimited PTO policy.
• Generous pre-IPO equity package.
• Opportunity to work in a fast-paced, AI-native environment.

Hiring process

• Recruiter screen (30 minutes).
• Hiring manager interview (45 minutes).
• Case study exercise followed by a live presentation.
• Cross-functional partner interview.
• Final round with senior leadership.