Owner.com

1 month ago

Customer Success Manager - Retention (US/Canada)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own retention for a dual-track book of customer accounts by proactively driving optimization and managing inbound cancellation requests. Use customer usage data, ROI metrics, and consultative objection-handling to de-escalate concerns and deliver clear value narratives that hit a 60%+ save-rate goal. Partner with Operational teams and coordinate follow-ups with CSMs to surface insights that improve customer health and influence product roadmap opportunities.

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own a dual-track book of business: proactively optimize ~50 accounts and reactively retain ~15 at-risk accounts.
•Drive retention with a 60%+ save-rate target to reduce churn through relationship management and problem-solving.
•Translate customer usage data and ROI metrics into real-time, compelling value narratives.
•De-escalate cancellation concerns using empathy, discovery, and objection-handling to leave customers more bought-in.
•Collaborate with Operational teams and coordinate follow-up insights for Product, Sales, and Marketing.

Pay and Benefits

Salary: USD 90,000 - 100,000 annually

Perks:Health InsurancePaid Leave

Key Requirements

•2+ years of experience in a Customer Success, Account Management, or Retention role in a SaaS/subscription environment.
•Track record of hitting retention, save-rate, or account health targets with specific metrics.
•Manage a high-volume, call-based workflow and handle outbound and inbound outreach while prioritizing independently.
•Interpret customer usage data and trends and communicate them clearly and persuasively in real time.
•Experience with Customer Success tools including Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.

Experience:2+ yearsSaaSSubscription-basedB2B2CFood/hospitalityRestaurantCustomer success

Skills:CommunicationNegotiationObjection handlingDe-escalationProblem-solvingTime managementCollaborationData storytellingPrioritization

Tech Stack:SalesforceSalesLoftTalkDeskGongLoomMetabaseCRMPOS

Company Brief

Owner.com

Provides a direct-to-consumer online ordering, delivery, and operations platform for independent restaurants, helping them increase revenue, reduce third-party fees, and manage orders, marketing, and customer relationships.

Industry: Restaurants & Food Service

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: New York, United States

Website LinkedIn

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Owner.com

1 month ago

Customer Success Manager - Retention (US/Canada)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own a dual-track book of business: proactively optimize ~50 accounts and reactively retain ~15 at-risk accounts.
•Drive retention with a 60%+ save-rate target to reduce churn through relationship management and problem-solving.
•Translate customer usage data and ROI metrics into real-time, compelling value narratives.
•De-escalate cancellation concerns using empathy, discovery, and objection-handling to leave customers more bought-in.
•Collaborate with Operational teams and coordinate follow-up insights for Product, Sales, and Marketing.

Pay and Benefits

Salary: USD 90,000 - 100,000 annually

Perks:Health InsurancePaid Leave

Key Requirements

•2+ years of experience in a Customer Success, Account Management, or Retention role in a SaaS/subscription environment.
•Track record of hitting retention, save-rate, or account health targets with specific metrics.
•Manage a high-volume, call-based workflow and handle outbound and inbound outreach while prioritizing independently.
•Interpret customer usage data and trends and communicate them clearly and persuasively in real time.
•Experience with Customer Success tools including Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.

Experience:2+ yearsSaaSSubscription-basedB2B2CFood/hospitalityRestaurantCustomer success

Skills:CommunicationNegotiationObjection handlingDe-escalationProblem-solvingTime managementCollaborationData storytellingPrioritization

Tech Stack:SalesforceSalesLoftTalkDeskGongLoomMetabaseCRMPOS

Company Brief

Owner.com

Industry: Restaurants & Food Service

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: New York, United States

Website LinkedIn