Senior Manager of Customer Success (Enterprise)

TL;DR

Senior Manager of Customer Success (Enterprise): Lead a team responsible for high-touch, strategic customer relationships for multi-location restaurant groups, franchises, and high-ARR accounts with an accent on retention, expansion, and measurable business outcomes. Focus on building trusted executive-level partnerships, scaling customer success playbooks for complex organizations, and using customer metrics to drive long-term growth.

Location: Remote (United States); 100% remote and open to candidates anywhere in the United States, with a strong preference for San Francisco, Los Angeles, Chicago, or New York.

Salary: $160K - $175K USD base salary, plus pre-IPO equity.

Company

Owner is an AI-native system for local business owners that replaces multiple tools to power restaurant websites, online ordering, CRM, POS, and more.

What you will do

• Lead and develop a team of Customer Success Managers for enterprise, multi-location restaurant and franchise accounts.
• Drive retention and expansion through proactive, tailored account management and strategic stakeholder relationships.
• Establish best practices and playbooks for managing complex accounts with multiple stakeholders and operational complexity.
• Increase customer lifetime value by supporting adoption across locations, brands, and services.
• Collaborate with SVP of Customer Success and cross-functional partners to ensure strategic customers achieve ongoing success and growth.
• Help define how Owner supports high-ARR customers as the company scales.

Requirements

• 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
• 3+ years of experience managing Customer Success Managers or Account Managers, with a track record of building and developing high-performing teams.
• Experience managing high-ARR customers with multi-location operations.
• Strong analytical skills to interpret customer metrics and translate insights into retention and growth strategies.
• Excellent verbal and written communication skills for executive-level customer relationships.
• Ability to anticipate customer needs and navigate complex situations to resolve challenges effectively.

Culture & Benefits

• Remote-first, global company with a 100% remote role.
• Comprehensive health coverage.
• Unlimited PTO.
• Pre-IPO equity package in addition to base salary.
• Opportunity to work closely with cross-functional leaders (Customer Success, Support, Launch, Sales, Product, Operations, Enablement).

Hiring process

• Recruiter screen (30 minutes).
• Hiring manager interview (45 minutes, video).
• Case study + live overview, followed by cross-functional partner interview and a final round with senior leadership.