POS Customer Success Manager

Location: Remote in Colombia, Buenos Aires, or Mexico

Estimated base salary: $30,000–$40,000 USD annually, converted to local currency.

Company

Owner is an AI-native SaaS platform for local businesses, initially focused on restaurants and combining websites, online ordering, CRM, POS, and related tools.

What you will do

• Manage a portfolio of POS customers throughout the post-go-live lifecycle and drive adoption of the Core Online Ordering platform and Point of Sale.
• Coach customers on in-store growth, loyalty-program adoption, mobile-app optimization, and sales growth.
• Conduct Value Reviews connecting product usage with month-over-month sales growth, conversion, in-store revenue, and digital-channel performance.
• Monitor customer health, mitigate churn risk, engage at-risk customers, and manage cancellation conversations using objection-handling skills.
• Collaborate with Product, Launch, Support, and Sales to share customer insights, improve the product, and identify growth opportunities.
• Help build POS playbooks, SOPs, processes, and scalable customer-success frameworks.

Requirements

• Customer-centric approach with empathy, professionalism, and a solutions-first mindset.
• Strong communication and negotiation skills, including uncovering pain points, objection handling, and de-escalation.
• Strong data-interpretation skills and the ability to identify trends, wins, opportunities, and compelling business stories.
• Quick thinking, creative problem-solving, ownership, accountability, adaptability, and comfort navigating ambiguity.
• Process-oriented thinking and the ability to improve personal and team workflows through better frameworks.
• 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company.
• Experience with targets including NRR, GRR, and/or retention metrics.
• Working knowledge of POS hardware, payment-processing technology, and in-store restaurant operations.
• Proven experience managing customer churn and driving product adoption in a SaaS environment.
• Expertise with Salesforce, SalesLoft, Claude, Notion, and Slack.
• Background in B2B2C, ideally in the food, hospitality, and technology space, with familiarity with industry trends and competitive dynamics.
• Commitment to personal growth and continuous improvement.

Nice to have

• Experience working in a restaurant.
• Experience in a high-growth or early-stage SaaS company, including building and refining Customer Success processes.
• Familiarity with digital marketing strategies such as SEO, email, loyalty, and Google Ads that drive restaurant revenue.

Culture & Benefits

• Remote-first workplace with teammates distributed globally.
• Comprehensive health coverage.
• Unlimited paid time off.
• Additional employee perks.
• Collaborative environment focused on defining scalable operations for a growing POS Customer Success team.