Manager, Customer Retention
Owner
Customer Service
United States · Canada · Remote
USD 110k-135k / year + Equity
Posted 6+ months ago
👋 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 – 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 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 Manager of Customer Retention you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions. You will lead a team focused on retaining customers, proactively identifying at-risk accounts, and developing strategies to minimize churn reactively. This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms. You’ll collaborate with the VP of Customer Success, along with cross-functional teams, to continuously improve the customer experience.
This role is 100% remote and can be based anywhere in the United States or Canada.
💻 The impact you will have
- Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms.
- Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV).
- Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time.
- Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs.
- Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space.
👥 Who you’ll work with
- Director of Customer Support
- Manager of Customer Support
- Product Leaders
- Customer Success Team
✅ Minimum requirements
- Experience: 7+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
- Leadership: 5+ years leading a customer-facing team, with proven ability to drive performance and nurture team growth.
- Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
- Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
- Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
- Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
- Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
- Technical Aptitude: Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
🏆 Pay and benefits
- The estimated base salary range for this role is $110,000 - 135,000/year 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!
🚩 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 scammer, please mark the communication as "phishing" or “spam” and do not respond.