Customer Success Manager

Job Summary

Owning a portfolio of approximately 100 key restaurant brands, the full-time remote Customer Success Manager will serve as a trusted business consultant, analyzing performance data, shaping marketing strategies, and ensuring customer retention and growth through proactive engagement.

Key responsibilities

• Manage a named portfolio of ~100 parent restaurant brands, overseeing their success on the Owner platform from onboarding through renewal
• Provide consultative support by interpreting platform data and delivering actionable recommendations to improve online ordering performance and marketing efforts
• Conduct recurring performance reviews and lead retention conversations, utilizing data to demonstrate the value of Owner's services

Required qualifications

• 3+ years in Customer Success, Account Management, or a related customer-facing role in B2B or B2B2C SaaS
• Experience managing multi-location or high-value accounts with a focus on retention metrics
• Consultative, data-informed approach to problem-solving and decision-making
• Proven ability to handle challenging conversations with empathy and clarity
• Strong prioritization skills to manage a large portfolio effectively