About OwnerOwner 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 philosophyMost 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 visionWe’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 →Our tractionSince 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 website.More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.Our teamOur 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 workOwner 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 are looking for youWe're at an inflection point. As Owner scales, our biggest opportunity - and risk -is ensuring our restaurant customers consistently realize meaningful value from our platform. As Director of Customer Success, you will play a vital role in ensuring our customers are ultimately successful with our product, increasing their retention and growth with Owner.We're looking for a Director to define the trajectory of the Customer Success Management function - building a proactive, lifecycle-driven CSM organization that drives retention, expansion, and customer advocacy at scale. You'll bring senior leadership experience, a builder's mindset, and a genuine passion for helping small business owners succeed. You’ll collaborate closely with the SVP of Customer Success, alongside other 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 haveOwn and elevate retention outcomes: Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolioTransform the CSM model: Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the businessBuild a high-performing org: Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / productsInnovate with AI: Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement. Champion AI fluency across the team and set the expectation that every CSM actively uses AI tools in their day-to-day workStrengthen the end-to-end customer journey: Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experienceTurn customer insight into action: Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategyWho you’ll work withSVP of Customer Success - your direct manager and strategic partnerSales & Marketing - to align on segmentation, handoffs, and expansion strategyProduct & Engineering - to influence roadmap based on customer needs and friction points; build feedback loops powered by data synthesis and pattern recognitionSupport & Launch - to reduce reactive volume and create a cohesive post-sale experience at-scaleData, Operations & Enablement - to build the systems, reporting, and forecasting needed to run the business effectivelyCSMs + CSM Managers - your team!What we’re looking forExperience & Leadership8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvementProven track record of improving retention and driving expansion in a recurring revenue businessComfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operationCustomer & Commercial AcumenDeep understanding of value realization, ROI articulation, and lifecycle managementStrong instinct for identifying churn risk and building repeatable save motionsExperience owning or influencing renewals and expansion targetsAbility to engage and influence executive stakeholders at customer accountsOperational & Analytical StrengthHighly data-driven; experienced building and managing to KPI frameworks and metric treesDeep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc.Ability to translate data into clear actions and prioritiesAI FluencyStrong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a teamAbility to develop a clear framework for where AI should handle, assist, or defer to human CSMs across the customer lifecyclePeople LeadershipExceptional talent builder with a history of hiring, coaching, and retaining top performersExperience developing managers and building high-performance, accountable culturesProven ability to transform teams from reactive to proactive through strong change managementTechnical FluencyFamiliarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plusPay and benefitsThe estimated base salary range for this role is $190-210K, plus a generous pre-IPO equity packageOther benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!Notice - Employment ScamsCommunication 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.

Director of Customer Success Management

Emma

Responsibilities

Skills wanted:

Language(s) required:

Deanna

Marie Seignon

Michael Lim

Rising Planning

Dean Bloembergen

About Owner.com:

owner.com/

Admin access needed