Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Customer Success Manager image - Rise Careers
Job details

Customer Success Manager

👋 About Owner.com

Owner is the all-in-one platform that restaurants use to succeed online.


Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.


You can think of it as Shopify meets HubSpot, but specifically for restaurants.


Learn more about the problems we are solving for our customers here.


🌎 Our vision

We’re starting by helping independent restaurants succeed online.


But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.


Once we nail the solution for restaurants â€“ we’ll scale it into every other local business type.


In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.


🚀 Our traction

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders.


More importantly, we’ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.


⭐ Our team

Our team grew from under 100 to nearly 200 talented people in 2024. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.


We’ll be scaling even faster in 2025 to keep pace with our customer growth.


🌆 Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our employees are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!


đŸ«” Why we’re looking for you

Owner.com is growing quickly, and we are looking for a proactive and results-driven Customer Success Manager to join our team. In this role, you will manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle. Your primary focus will be on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks. Through your efforts, you will aim to generate brand ambassadors and uncover expansion opportunities to drive growth.


As a key player in the customer experience, you will have the opportunity to influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams to shape the future of our product and offerings.


Success in this role will be measured by key performance metrics, including revenue retention and customer engagement.


This role is 100% remote and can be based anywhere in the United States or Canada.


👀 What We Look For
  • We are seeking candidates who bring a proactive mindset, adaptability, and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who:
  • Excel in maintaining a high volume of daily calls and meetings while effectively managing their time.
  • Demonstrate strength in objection handling and deescalating challenging conversations.
  • Can quickly context-switch to address diverse customer needs with ease.
  • Are skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions.
  • Can leverage strategic thinking and the ability to engage in challenging conversations to influence your customers.
  • Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn.
  • Are solution-oriented, with a big-picture perspective that drives long-term success.
  • Possess grit, adaptability, and the ability to navigate ambiguity with confidence.


đŸ’» The impact you will have
  • As a Customer Success Manager, your work will have a direct impact on the success and growth of both Owner.com and our customers. In this role, you will:
  • Deliver a world-class customer experience in collaboration with our Launch and Support teams.
  • Help customers improve ROI through strategic, personalized advice and solutions.
  • Drive customer retention by reducing churn and enhancing satisfaction.
  • Play an integral role in refining health metrics and scaling success across our customer base.
  • Expand Owner.com’s footprint by uncovering and driving growth opportunities.


✅ Minimum requirements
  • To be considered for this role, you should meet the following qualifications:
  • 2+ years of experience in a Customer Success or Account Management role.
  • Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results.
  • Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.
  • A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team.
  • A commitment to personal growth and continuous development.
  • Bonus: Experience working in a restaurant, bringing additional perspective to the role.


🏆 Pay and benefits
  • The estimated base salary for this role is $80,000 - 90,000 USD plus a generous equity pre-IPO equity package
  • Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!



đŸš© Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner employee with an @owner.com email address.

We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information.  If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.

Average salary estimate

$85000 / YEARLY (est.)
min
max
$80000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Owner

Are you passionate about helping businesses thrive? Owner.com is looking for a Customer Success Manager to join our remote team in the United States or Canada! As our platform grows, we need someone proactive and results-driven to manage a dynamic portfolio of over 120 customers, focusing on maximizing product adoption and minimizing churn risks. You will work closely with at-risk clients to ensure they gain the most value from our services, transforming them into brand ambassadors along the way. Your insights will shape the customer journey and overall product offerings, as you'll provide valuable feedback to our cross-functional teams. Success will be measured by key metrics such as revenue retention and customer engagement, making your role crucial to the growth of Owner.com and our customers. If you thrive in a fast-paced, remote environment and enjoy building lasting relationships with clients, this is the role for you! With your prior experience in Customer Success or Account Management, you’ll be well-prepared to drive customer satisfaction and uncover growth opportunities. Join us at Owner.com, where your work will have a direct impact on local businesses succeeding in the digital age!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Owner
What responsibilities does a Customer Success Manager have at Owner.com?

As a Customer Success Manager at Owner.com, you will be responsible for managing a large portfolio of over 120 customers across their lifecycle. Your main focus will be to engage with at-risk customers to maximize product adoption and reduce churn rates. You will help customers realize ROI through personalized strategic advice, driving satisfaction and retention while identifying growth opportunities.

Join Rise to see the full answer
What qualifications are required for the Customer Success Manager position at Owner.com?

To qualify for the Customer Success Manager role at Owner.com, candidates should have at least 2 years of experience in a Customer Success or Account Management position, along with a proven track record in account management or full-cycle sales. Experience with Customer Success tools like Salesforce and a background in the B2B2C sector, especially within the food and hospitality industry, are also preferred.

Join Rise to see the full answer
How does the Customer Success Manager role impact Owner.com's growth?

The Customer Success Manager role directly influences Owner.com's growth by enhancing customer satisfaction and retention. By providing personalized support and strategic guidance, you ensure that clients fully utilize our platform, leading to higher engagement levels and uncovering expansion opportunities. This not only fosters loyalty but also drives overall company revenue.

Join Rise to see the full answer
What skills are essential for a Customer Success Manager at Owner.com?

A successful Customer Success Manager at Owner.com should possess strong interpersonal skills, adaptability, and the ability to handle objections effectively. Skills in time management, data interpretation, and strategic thinking are also crucial. Being solution-oriented with a big-picture perspective will help drive long-term customer success, while grit and the confidence to navigate ambiguity will set you apart in this dynamic role.

Join Rise to see the full answer
What benefits does Owner.com offer to its Customer Success Managers?

Owner.com offers a competitive salary range of $80,000 - $90,000 plus equity options as part of a pre-IPO equity package. Additionally, employees enjoy comprehensive health benefits, the flexibility of a fully remote workplace, unlimited PTO, and other fun perks, making it an attractive workplace for Customer Success Managers.

Join Rise to see the full answer
Common Interview Questions for Customer Success Manager
How do you manage a high volume of calls and meetings as a Customer Success Manager?

Managing a high volume of calls and meetings requires effective time management and prioritization skills. Use tools to schedule your time wisely, allowing adequate preparation for each customer interaction. Keeping a structured agenda for calls can ensure you stay focused and productive while addressing the customer's specific needs.

Join Rise to see the full answer
Can you describe your approach to mitigating customer churn?

To mitigate customer churn, I focus on proactive engagement with at-risk clients. By tracking customer health metrics and reaching out early, I gather feedback and address issues before they escalate. Offering tailored solutions and additional training can also enhance customer satisfaction and retention.

Join Rise to see the full answer
How do you leverage data in your customer interactions?

I leverage data by analyzing customer usage patterns and health metrics before meetings. This allows me to tailor discussions to their specific needs and implement strategies that can improve their experience and increase ROI from our services. Data-driven insights are essential in guiding meaningful conversations.

Join Rise to see the full answer
How do you handle challenging conversations with customers?

Handling challenging conversations requires patience and active listening. I approach these discussions with empathy, ensuring the customer feels heard while working to uncover the root of the issue. Solution-driven dialogue is key; I focus on finding common ground and actionable steps for resolution.

Join Rise to see the full answer
What do you consider when prioritizing your customer accounts?

When prioritizing customer accounts, I evaluate their engagement levels, health scores, and potential for churn. Accounts that show warning signs of disengagement or that have experienced recent issues receive urgent attention. Consistent monitoring allows me to strike a balance between high-value accounts and those that need immediate assistance.

Join Rise to see the full answer
How do you identify and create brand ambassadors among your customers?

To create brand ambassadors, I focus on building strong relationships and demonstrating value. I actively seek feedback and involve satisfied customers in case studies or testimonials. Celebrating their successes and advocating for them reinforces their positive experiences, encouraging them to promote our brand.

Join Rise to see the full answer
How do you ensure customer expectations align with product capabilities?

I ensure alignment by maintaining open lines of communication with customers from the outset. Setting realistic expectations during onboarding is crucial, as is continuous dialogue to educate them about product features and updates. Regular check-ins help manage any discrepancies and foster transparency.

Join Rise to see the full answer
Can you provide an example of a successful customer interaction?

In a previous role, I had a customer struggling with our software. After analyzing their challenges, I reached out with a tailored solution, providing a personalized training session. This proactive approach not only resolved their issues but also increased their usage significantly, turning them into a brand advocate.

Join Rise to see the full answer
What strategies do you use to increase customer engagement?

I utilize a mix of personalized communication, relevant content sharing, and check-in calls to increase engagement. Hosting webinars and providing resources tailored to customer interests also keep them connected and demonstrate our commitment to their success.

Join Rise to see the full answer
What are the key metrics you track as a Customer Success Manager?

Key metrics I track include NPS (Net Promoter Score), customer health scores, engagement levels, churn rates, and product adoption rates. These metrics provide valuable insights into customer satisfaction and indicate areas needing improvement or additional support.

Join Rise to see the full answer

Owner.com is the all-in-one platform that helps restaurant owners drive direct sales, save money on fees, and manage their online presence. Owner.com powers direct online ordering for restaurants through their website. Owner.com helps them take ba...

50 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 16, 2025

Subscribe to Rise newsletter

Risa star 🔼 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!