Senior Manager, Customer Success – Enterprise

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee the team dedicated to managing our most significant and intricate customer relationships.

• Lead and nurture a team of Customer Success Managers aimed at providing a high-touch, strategic customer experience while enhancing retention, expansion, and measurable business results for these accounts.

• Work closely with the SVP of Customer Success and cross-functional partners to ensure our most strategic customers achieve success and continue to thrive with Owner.

⛳️ Requirements

• A minimum of 7 years of experience in customer success, account management, or customer retention, ideally within SaaS, POS, restaurant technology, or SMB software.

• At least 3 years of experience in managing Customer Success Managers or Account Managers, showcasing a history of building and developing high-performing teams.

• Experience in managing high-ARR customers with multi-location operations.

• Familiarity with franchises or clients involving multiple stakeholders is advantageous.

• A strong dedication to delivering outstanding customer outcomes, with experience in establishing long-term partnerships with strategic accounts.

• Excellent analytical skills, enabling the interpretation of customer metrics and the translation of insights into retention and growth strategies.

• Superior verbal and written communication abilities, capable of guiding teams in managing executive-level customer relationships.

• Demonstrated capability to foresee customer needs, navigate complex situations, and assist teams in effectively resolving challenges.

• A highly flexible leader who excels in a dynamic environment and can balance competing priorities.

• Proven ability to utilize AI to enhance business efficiency. Familiarity with SaaS platforms, restaurant technology, online ordering systems, or POS solutions is a plus.

🏝️ Benefits

• Comprehensive health coverage

• Remote-first workplace

• Unlimited PTO

• Plus extra fun perks!