As the Manager of Customer Success at Owner.com, you will lead a team dedicated to ensuring customer engagement, satisfaction, and long-term success with our online ordering, delivery, and marketing solutions. Reporting to the SVP of Customer Success, you'll play a key role in driving retention, growth, and customer lifetime value in Mexico or Colombia.
What You'll Do
- Lead a team focused on driving the growth and retention of the customer base
- Collaborate with the SVP of Customer Success and cross-functional teams to improve the customer experience
- Reduce customer churn through proactive monitoring and tailored retention strategies
- Increase customer lifetime value (CLTV) by fostering deeper customer relationships and identifying upselling or cross-selling opportunities
- Improve the customer experience by identifying and addressing customer needs
- Drive customer advocacy by cultivating satisfied customers who become brand advocates and encourage referrals
- Ensure customers are engaged, satisfied, and successful with online ordering, delivery, and marketing solutions
What We're Looking For
- 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector
- Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth
- 2-3 years in software sales, preferably to small business owners
- Strong understanding of objection handling and isolation best practices
- Ability to up-level reps on objection handling and isolation skills
- Customer-centric mindset with a track record of building and maintaining strong client relationships
- Strong analytical skills with the ability to interpret customer data and metrics and turn insights into actionable retention strategies
- Excellent verbal and written communication skills
- Ability to effectively engage with customers and collaborate cross-functionally with internal teams
- Proven problem-solving skills with the ability to anticipate customer needs and proactively address challenges before they escalate
- Highly adaptable individual who thrives in a fast-paced environment and can manage multiple priorities and meet deadlines
Nice to Have
- Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions
- Ability to demonstrate using AI to drive business efficiency
Technical Stack
AI, SaaS platforms, restaurant tech, online ordering systems, POS solutions
Team & Environment
The Customer Success team is part of a growing organization led by the SVP of Customer Success and includes other Managers of Customer Success, Leaders of Customer Support, Launch, and Sales, Product Leaders, Operations + Enablement. We are a remote-first, global company with top talent from leading SMB software companies including Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. Our mission is to help independent restaurants and local businesses succeed online, with a vision to scale solutions to all local business types.
Benefits & Compensation
- Comprehensive health coverage
- Work from anywhere (100% remote workplace)
- Unlimited PTO
- Extra fun perks
Compensation: $60K - $70K USD annually
Work Mode
100% remote work within Mexico or Colombia
Owner.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
