Owner.com - Customer Success Manager - Retention (US/Canada)
Requirements
• 👀 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.
Responsibilities
• Deliver a world-class customer experience in collaboration with our Operational teams. • Own a dual-track book of business: approximately 50 accounts in a proactive capacity focused on optimization and value realization, and approximately 15 accounts in a reactive retention capacity focused on saving at-risk customers. You'll manage both simultaneously and know when to shift focus. • Drive customer retention with a target save rate of 60%+, reducing churn through a combination of relationship management, data-informed storytelling, and genuine problem-solving. • Help customers improve ROI through strategic, personalized advice and solutions. • Play an integral role in refining health metrics and identifying what it takes to scale success across our entire customer base. • Influence Owner.com http://Owner.com's product roadmap by uncovering product opportunities. • Set the stage for strategic follow-up with CSMs and surface actionable insights for Product, Sales, and Marketing.
Benefits
• The estimated base salary for this role is $90,000 - $100,000 USD, / $125,500-$139,500 CAD • Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.
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