Director of Customer Success Management

Owner.com

Director of Customer Success ensuring restaurant customers succeed with Owner's platform. Leading a proactive Customer Success Management organization for retention and growth.

Posted 5/19/2026full-timeRemote • 🇺🇸 United StatesLead💰 $190,000 - $210,000 per yearWebsite

About the role

Key responsibilities & impact

Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio
Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business
Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products
Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement
Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience
Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy

Requirements

What you’ll need

8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal
3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvement
Proven track record of improving retention and driving expansion in a recurring revenue business
Comfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operation
Deep understanding of value realization, ROI articulation, and lifecycle management
Strong instinct for identifying churn risk and building repeatable save motions
Experience owning or influencing renewals and expansion targets
Ability to engage and influence executive stakeholders at customer accounts
Highly data-driven; experienced building and managing to KPI frameworks and metric trees
Deep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc.
Ability to translate data into clear actions and priorities
Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a team
Exceptional talent builder with a history of hiring, coaching, and retaining top performers
Experience developing managers and building high-performance, accountable cultures
Proven ability to transform teams from reactive to proactive through strong change management
Familiarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plus

Benefits

Comp & perks

comprehensive health coverage
remote-first workplace
unlimited PTO
extra fun perks!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionvalue realizationpredictive analyticsKPI frameworksmetric treesproduct adoptionrevenue retentionlifecycle managementchurn risk identificationAI-augmented workflows

Soft Skills

accountabilityintellectual curiositycustomer obsessioncoachinginfluencingdata-driven decision makingchange managementtalent buildingteam developmentproactive engagement