Manager, Customer Retention

👋 About Owner.com
Owner is the all-in-one platform that restaurants use to succeed online. 
Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. 
You can think of it as Shopify meets HubSpot, but specifically for restaurants. 
Learn more about the problems we are solving for our customers here. 
🌎 Our vision
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. All local service-based 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.
So, once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, we’ll build the technology that tens of millions of local business owners need to succeed in the digital age.

⭐ Our team
Our team grew from 40 people to 90 people in 2023. We’ve got top talent from the most successful companies in SMB software like Shopify, HubSpot, DoorDash, ProCore, and ServiceTitan.
We’re scaling even faster in 2024 to keep pace with our customer growth.

🚀 Our traction
In just over 3 years we've generated tens of millions in revenue, served millions of guests, and have processed hundreds of millions of orders.
More importantly, we’ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.

As the Manager of Customer Retention you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions. You will lead a team focused on retaining customers, proactively identifying at-risk accounts, and developing strategies to minimize churn reactively. This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms. You’ll collaborate with the VP of Customer Success, along with 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, or anywhere in Mexico or Colombia

💻 The impact you will have

• Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms.
• Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV).
• Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time.
• Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs.
• Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space.

👥 Who you’ll work with

• VP of Customer Success
• Director of Customer Success (future hire)
• Manager of Customer Support
• Product leaders

✅ Minimum requirements

• Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
• Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth.
• Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
• Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
• Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
• Commun