Customer Success Manager – Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide an exceptional customer experience by collaborating with our Operational teams.

• Manage a dual-track portfolio: around 50 accounts proactively focused on optimization and value realization, and approximately 15 accounts reactively aimed at retaining at-risk customers. You will balance both responsibilities and know when to adjust your focus.

• Enhance customer retention with a target save rate exceeding 60%, minimizing churn through effective relationship management, data-driven storytelling, and authentic problem-solving.

• Assist customers in boosting ROI by offering tailored, strategic advice and solutions.

• Play a crucial role in refining health metrics and identifying the requirements for scaling success across our entire customer base.

• Shape Owner.com's product roadmap by identifying product opportunities.

• Prepare for strategic follow-up with CSMs and provide actionable insights for Product, Sales, and Marketing.

⛳️ Requirements

• Minimum of 2 years’ experience in a Customer Success, Account Management, or Retention role, preferably in a SaaS or subscription-based setting.

• Proven history of achieving retention, save-rate, or account health goals, with specific metrics to back your achievements.

• Experience managing a high-volume, call-based workflow, comfortable with both outbound and inbound outreach while effectively prioritizing tasks throughout the day.

• Ability to analyze customer data and usage trends, articulating insights clearly and persuasively to customers in real-time.

• Familiarity with Customer Success tools, including (but not limited to) Salesforce, SalesLoft, TalkDesk, Gong, Loom, and Metabase.

• Background in B2B2C, preferably within the food/hospitality and technology sectors, with awareness of industry trends and competitive dynamics, and a willingness to share that expertise with your team.

• A dedication to personal growth and ongoing professional development.

• Bonus: Experience working in a restaurant, providing additional insights to the role.

🏝️ Benefits

• Comprehensive health coverage

• Work from anywhere (100% remote workplace)

• Unlimited PTO

• Extra fun perks!