owner - Customer Success Manager - Retention (US/Canada)

• 👀 What We Look For: • We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have: • A customer-centric approach, handling conversations with empathy, professionalism, and a solutions-first mindset. • Strong communication and negotiation skills with an expertise in uncovering pain points, objection handling, and de-escalation techniques to retain customers and address concerns effectively. This includes a consultative approach to problem-solving — you know how to guide a customer toward the right solution without it ever feeling like a pitch. • The ability to translate customer usage data and ROI metrics into compelling, real-time narratives that shift customer sentiment. • Proficiency in interpreting and analyzing customer data to identify trends, wins, and opportunities for growth. • Quick thinking and creative problem-solving skills to manage challenging situations and customer objections in real time. • The ability to self-prioritize and context-switch fluidly — this role manages both scheduled reactive retention calls and proactive optimization outreach, and you'll need to independently assess which queue needs your attention most at any given moment. • Mastery of time management and prioritization in a fast-paced, dynamic environment. Daily outreach runs 20–25 dials/contacts per day across both reactive and proactive work streams. • Strong collaboration skills to work with Customer Success Managers and cross-functional teams. • Process-oriented, with the ability to identify inefficiencies and optimize workflows for better results. • To be considered for this role, you should meet the following qualifications: • 2+ years of experience in a Customer Success, Account Management, or Retention role, ideally in a SaaS or subscription-based environment. • Demonstrated track record of hitting retention, save-rate, or account health targets. You can point to specific metrics, not just outcomes. • Experience managing a high-volume, call-based workflow and comfortable owning outbound and inbound outreach simultaneously and self-directing your prioritization throughout the day. • Ability to interpret customer data and usage trends and communicate them clearly and persuasively to customers in real time. • Experience with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, 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. • Bonus: Experience working in a restaurant, bringing additional perspective to the role.