Associate Customer Success Manager

Associate Customer Success Manager

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 is to help 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.

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 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.

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.

Owner is growing quickly, and we are looking for a proactive and results-driven Associate Customer Success Manager to join our team. In this role, you will manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle. Your primary focus will be on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks. Through your efforts, you will aim to generate brand ambassadors and uncover expansion opportunities to drive growth.

As a key player in the customer experience, you will have the opportunity to influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams to shape the future of our product and offerings. Success in this role will be measured by key performance metrics, including revenue retention and customer engagement. This is a remote-first role, open to candidates based in Mexico City (CDMX) or Bogot, Colombia.

What We Look For

We are seeking candidates who bring a proactive mindset, adaptability, curiosity, and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who:

• Excel in maintaining a high volume of daily calls and meetings while effectively managing their time.
• Demonstrate strength in objection handling and deescalating challenging conversations.
• Can quickly context-switch to address diverse customer needs with ease.
• Are skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions.
• Can leverage strategic thinking and the ability to engage in challenging conversations to influence your customers.
• Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn.
• Are solution-oriented, with a big-picture perspective that drives long-term success.
• Possess grit, adaptability, and the ability to navigate ambiguity with confidence.
• Confident working with English-speaking customers.

The Impact You Will Have

Deliver a world-class customer experience in collaboration with our Launch and Support teams. Help customers improve ROI through strategic, personalized advice and solutions. Drive customer retention by reducing churn and enhancing satisfaction. Play an integral role in refining health metrics and scaling success across our customer base. Expand Owner.com's footprint by uncovering and driving growth opportunities.

Minimum Requirements

2+ years of experience in a Customer Success or Account Management role. Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results. Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase. A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team. A commitment to personal growth and continuous development. Full fluency in English: reading, writing, and speaking. Bonus: Experience working in a restaurant, bringing additional perspective to the role.

The estimated base salary for this role is in the local equivalent of $30,000 to $35,000 USD. Other benefits include comprehensive health coverage, remote-first work environment, 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.