Customer Success Manager (POS)

TL;DR

Customer Success Manager (POS): Managing the post-launch relationship for restaurant clients using Owner’s full-stack platform with an accent on driving product adoption, retention, and measurable business value. Focus on coaching operators on growth strategies, mitigating churn, and building scalable customer success playbooks for the POS segment.

Location: Must be based in the United States or Canada

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

Company

Owner is an AI-native system designed to help independent local businesses, starting with restaurants, succeed by automating operations, demand generation, and digital presence.

What you will do

• Own a portfolio of POS customers, driving full adoption of both the Core digital ordering platform and the Point of Sale system.
• Coach customers on in-store growth strategies, loyalty program adoption, and mobile app optimization.
• Conduct Value Reviews to demonstrate ROI through metrics like MoM sales growth and digital channel performance.
• Proactively monitor customer health signals to identify and mitigate churn risk.
• Collaborate with Product, Launch, and Sales teams to surface customer insights and drive product improvements.
• Contribute to the development of POS playbooks, SOPs, and scalable frameworks.

Requirements

• 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company.
• Proven track record of managing NRR, GRR, and retention metrics.
• Working knowledge of POS hardware, payment processing, and in-store restaurant operations.
• Expertise with tools such as Salesforce, SalesLoft, Claude, Notion, and Slack.
• Background in B2B2C, ideally within the food, hospitality, or technology space.
• Must be authorized to work in the United States or Canada.

Nice to have

• Experience working in a restaurant.
• Previous experience in a high-growth or early-stage SaaS company.
• Familiarity with digital marketing strategies like SEO, email, and Google Ads.

Culture & Benefits

• Remote-first workplace environment.
• Comprehensive health coverage.
• Unlimited PTO policy.
• Opportunity to shape processes in a high-growth, build-mode team.