高级客户成功经理（企业级）
Senior Manager of Customer Success (Enterprise)
**关于Owner**
Owner是本地商家用来成功的AI原生系统，从餐厅开始。
我们正在构建一个系统，取代商家用来经营业务的多种工具。
它支持餐厅的网站、在线订购、客户关系管理、销售点系统等所有功能。
**产品理念**
大多数小型企业软件让商家自己完成工作才能获得他们想要的结果：销售增长和利润增长。Owner会自动为他们完成这些工作。
我们的系统会带来需求，将其转化为销售，并帮助运营者日常管理他们的业务。随着系统的提升，业务也会随之提升。
使用Owner应该就像拥有一支优秀的运营团队、工程师和营销人员在为你工作。
**我们的愿景**
我们首先帮助独立餐厅在网上取得成功。
但不仅仅是餐厅需要我们的帮助。大多数本地企业都面临着同样的问题。大型科技公司正在夺走他们的客户，侵蚀他们的利润，使他们难以生存。
一旦我们解决了餐厅的问题——我们将把解决方案扩展到其他所有类型的本地企业。
在我们设想的未来，数以千万计的本地企业主将使用我们的技术，在数字时代取得成功。
**我们的进展**
自2020年以来，我们已经实现了数千万美元的收入，并处理了超过十亿美元的在线订单。五分之一的美国人使用过[Owner.com](http://Owner.com)网站。
更重要的是，我们已经帮助了超过20,000家餐厅业主，为他们节省了近2亿美元的费用。
**我们的团队**
我们的团队目前有几百人。我们拥有来自最成功SMB软件公司的顶尖人才，包括：Shopify、HubSpot、DoorDash、ServiceTitan、Rappi、Faire和Stripe。
2026年，我们将加快扩张速度，以跟上客户增长的步伐。
**我们在哪里工作**
Owner是一家以远程办公为主、总部位于旧金山的全球公司，同时在多伦多设有销售中心。对于一些职位，我们优先考虑在我们的办公室地点进行面对面协作。大多数同事分布在世界各地。请查看职位描述，并与你的招聘经理讨论以了解更多的地点信息！
**为什么我们需要你**
作为高级客户成功经理（企业版），你将领导负责我们最重要和最复杂客户关系的团队。
这个团队与多门店餐厅集团、特许经营商以及高ARR客户合作，他们依赖Owner
查看英文原文
**About Owner**
Owner is the AI-native system local business owners use to succeed, starting with restaurants.
We’re building the system that replaces the many tools owners use to run their business.
It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.
**Product philosophy**
Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.
Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.
Using Owner should feel like having a team of great operators, engineers, and marketers working for you.
**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 – 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**
Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an [Owner.com](http://Owner.com) website.
More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
**Our team**
Our team is now in the low hundreds. 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 2026 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 teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!
**Why we're looking for you**
As the Senior Manager of Customer Success (Enterprise), you will lead the team responsible for our most valuable and complex customer relationships.
This team works with multi-location restaurant groups, franchises, and high-ARR customers who rely on Owner’s platform to power their digital growth. These customers often have multiple stakeholders, larger operational complexity, and significant opportunities for long-term partnership.
You will manage and develop a team of Customer Success Managers focused on delivering a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for these accounts.
This role requires strong leadership, a deep understanding of customer success strategy, and the ability to help your team navigate complex organizations and build trusted relationships with operators, marketing leaders, and executives.
You’ll collaborate closely with the SVP of Customer Success and cross functional partners to ensure our most strategic customers are successful and continue to grow with Owner.
**This role is 100% remote and open to candidates anywhere in the United States; however, we strongly prefer candidates based in San Francisco, Los Angeles, Chicago, or New York.**
**The impact you'll have**
You will play a critical role in the growth and long-term success of Owner’s highest-value customers. Your work will directly impact the company’s trajectory by:
**Strengthening Strategic Customer Partnerships:** Leading a team that partners with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth.
**Reducing Customer Churn and Driving Customer Expansion at the Strategic Level:** Ensuring proactive account management, strong stakeholder relationships, and tailored retention and growth strategies that keep high-value customers engaged and successful.
**Increasing Customer Lifetime Value:** Driving expansion across locations, brands, and services while helping customers fully adopt Owner’s solutions to unlock long-term growth.
**Improving Customer Experience for Complex Accounts:** Establishing best practices and playbooks for managing multi-location customers with multiple stakeholders and operational complexity.
**Scaling Strategic Customer Success:** Helping define how Owner supports high-ARR customers as the company continues to grow, ensuring our team delivers exceptional results at scale.
Your leadership will directly influence customer retention, revenue growth, and the success of some of Owner’s most important customers.
**Who you’ll work with**
SVP of Customer Success
Other Managers of Customer Success
Leaders of Customer Support, Launch, and Sales
Product Leaders
Operations + Enablement
**What we’re looking for**
**Experience:** 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software.
**Leadership:** 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams.
**Strategic Account Experience:** Experience managing high-ARR customers with multi-location operations.
**Complex Stakeholder Management:** Experience working with franchises or clients with multiple stakeholders is a plus.
**Customer-Centric Mindset:** A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts.
**Analytical Skills:** Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies.
**Communication Skills:** Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships.
**Problem-Solving:** Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively.
**Adaptability:** A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities.
**Technical Aptitude:** Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
**Interview Process**
**Recruiter Screen**: 30-minute phone call to align on your background, what you're looking for, and answer any early questions
**Hiring Manager Interview**: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach
**Case Study + Live Overview**: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style
**Cross-Functional Partner Interview**: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams
**Final Round**: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role
**Compensation and benefits**
The estimated base salary range for this role is $160K - $175K USD, plus a generous pre-IPO equity package
Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!
**Notice - Employment Scams**
Communication from our team regarding job opportunities will only be made by an Owner team member 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.