Owner
SaaS
CustomerSuccessManager-Retention(US/Canada)
Neural analysis suggests this role is
optimal for Manager candidates.
“Customer Success Manager - Retention (US/Canada) at Owner. Skills: Customer retention, Value realization, Data analysis. Engage book of accounts to drive optimization. Manage incoming cancellation requests”
What You'll Achieve.
Exceed 60%+ retention target
Industry & Context.
Creative problem-solving; Context-switching fluidly; Self-prioritize
What They're Looking For.
Must Have
2+ years experience in Customer Success, Account Management, or Retention role, Demonstrated track record of hitting retention, save-rate, or account health targets, Experience managing a high-volume, call-based workflow, Ability to interpret customer data and usage trends, Experience with Customer Success tools
Nice to Have
Background in B2B2C, ideally within food/hospitality and technology space, Experience working in a restaurant
What You'll Do.
Engage book of accounts to drive optimization
Manage incoming cancellation requests
Exceed 60%+ retention target
Leverage communication skills
Leverage discovery skills
Leverage objection-handling skills
Translate customer data into compelling value narratives
Leave customers more bought-in
Shift focus between competing priorities
Build long-term customer relationships
Navigate cancellation calls
Use data to drive actions
Identify product opportunities
Set stage for strategic follow-up
Surface actionable insights
How You'll Work.
Team & Collaboration
Strategic follow-up with CSMs; Insights for Product; Insights for Sales; Insights for Marketing
Communication Scope
Communicate clearly; Communicate persuasively
Full Job Description
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. Read our Series C memo here → https://www.owner.com/c 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 priorit
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