Strategic Customer Success Manager (AI)

TL;DR

Strategic Customer Success Manager (AI): Managing the full lifecycle of the largest restaurant brands to drive retention and growth with an accent on data-informed consulting and marketing strategy. Focus on translating platform data into actionable recommendations, reducing churn, and building repeatable strategic playbooks.

Location: Remote (Must be based in the United States or Canada)

Salary: $90,000–$100,000 USD / $125,500–$137,000 CAD

Company

Owner is an AI-native system for local businesses, starting with restaurants, designed to replace fragmented tools with a single agentic platform for growth and operations.

What you will do

• Manage a named portfolio of approximately 100 high-value restaurant brands as the single point of accountability.
• Operate as a business consultant, translating data into recommendations for SEO, marketing campaigns, and guest engagement.
• Own revenue retention and growth by proactively identifying churn signals and leading save conversations.
• Deliver recurring performance reviews tied to specific business goals like order volume and revenue growth.
• Contribute to the maturation of the Strategic CSM function by building playbooks and engagement models.
• Collaborate cross-functionally with Sales, Product, and Marketing to advocate for customer needs.

Requirements

• 3+ years in Customer Success or Account Management within B2B or B2B2C SaaS.
• Experience managing multi-location or high-value accounts.
• Strong ability to interpret data and translate it into actionable business strategies.
• Proven experience handling difficult conversations, retention negotiations, and de-escalations.
• Ability to thrive in a fast-paced startup environment with high ambiguity.
• Must be based in the United States or Canada.

Nice to have

• Experience in the restaurant, food, or hospitality industry.
• Familiarity with online ordering platforms, POS systems, or restaurant marketing tools.
• Experience working in high-growth startups.
• Bilingual proficiency in English and Spanish.

Culture & Benefits

• 100% remote workplace with a "work from anywhere" policy.
• Comprehensive health coverage.
• Unlimited PTO.
• High-ownership culture with minimal hand-holding.