Customer Success Manager - Retention (US/Canada)

Owner.com
United States, Canada
Workplace: RemoteFull timeUSD 90,000 - 100,000 annuallyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Communication","Negotiation","Objection handling","De-escalation","Problem-solving","Time management","Collaboration","Data storytelling","Prioritization"]

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.

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FursaFursa
Owner.com
Owner.com
2 months 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: 14 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
WebsiteLinkedIn