Customer Success Manager

Owner

Palo Alto, CA, USA Remote

Full time

Mar 3

This job is no longer accepting applications.

Welcome restaurant owners and set them up for success.

🚨Problem

Restaurant owners are the biggest group of business owners in the United States.

Most of them started by working in restaurants and saved up for years to pursue their own American dream.

They are great people, working hard to support their families and provide amazing experiences.

But they're struggling to survive. Corporations are crushing them using scale and advanced technology. 

Corporations like GrubHub are exploiting them by stealing their customers and destroying their profits with crazy fees. 

This is their darkest time. If they don't find a way to survive, they will all go out of business. 

✅ Solution

Owner.com’s mission is to help local business owners survive by leveling the playing field – by giving them an all-in-one solution to take back control of their business and manage their online presence. We power everything from their website to their online ordering system to their email marketing automation to their reputation management and more.

Restaurant owners use it to get their customers to order directly from them and to have full control over their customer relationships, saving them thousands each month in fees and helping them drive massive sales increases.

"Owner.com gives restaurants the tools to survive" - Forbes

"How Owner.com helps restaurants survive" - Bloomberg

"High school dropout’s Bay Area startup aims to save restaurants" - Mercury News

"Owner whips up new tools for independent restaurants" - TechCrunch

We help local business owners survive by giving them the tools that they need to take back control of their customer relationships, differentiate themselves, and maximize the profit of their businesses.

📈 Traction

We are growing extremely fast (20%+ m/m), are generating millions of dollars in annualized revenue, and are backed by ~$25,000,000 in venture capital from top investors like Altman Capital, Redpoint Ventures, Jason Lemkin (SaaStr), Kimbal Musk, Dylan Field (Figma), The Chainsmokers, Marcus Lemonis, Sam Bankman-Fried (FTX), and many more. If you’re hungry for a fast-paced startup, Owner is the place for you. 

🏅 Team

At 20 people we have one of the highest ARR/headcount ratios of all-time in our category.

Our team includes alumni from tech companies like SpaceX, ServiceTitan, Yelp, ZocDoc, SinglePlatform, TripAdvisor, Upserve, restaurant industry veterans, and institutions like Stanford, Brown, Wharton, Y Combinator, The Thiel Fellowship, Harvard fellowships, and winners of The Pioneer tournament.

Adam Guild (cofounder, CEO): Previously built projects reaching 10m+ users. Writer on restaurant marketing for 14 publications. Forbes 30 Under 30, Thiel Fellow.

Dean Bloembergen (cofounder, CTO): Previously CTO of venture-backed restaurant technology company Marble, building kiosks for large restaurants like Sharky's, Luna Mexican Grill, and Nekter. Brown Computer Science, Y Combinator.

🚀 Role 

As a Customer Success Manager, you will be the first to congratulate a partner after their launch on the Owner platform. You will be responsible for nurturing all partners, with particular focus on the first 90 days to ensure every partner starts to feel what success looks like.  

This is a fast-paced, KPI-focused role so attention to detail is key – your days will be spent balancing partners in different stages of their lifecycle. You’ll be expected to balance:

- Ensuring success in the first 90 days for all partners just entering your portfolio.

- Recognize and proactively engage with partners who are at risk of churn.

- Upsell qualified partners on other products that can help them

- Manage churn requests within your portfolio and collect feedback around why the partner is requesting to churn. Save them when there’s ground to save. 

- Work closely with our onboarding and support teams to ensure a world-class partner experience. 

This is a proactive role so confidence around picking up the phone, sending an email, or an SMS to partners is critical to success. You will be seen as the online ordering expert so they need to hear from you on a consistent basis so every partner knows you have their best interest at heart.  

We use Salesforce to log all activity; your success will be measured by your ability to engage with all of your partners, the additional revenue you generate via upselling our products, the optimization, and your tactical skills that keep churn as low as possible.

🔑 Within 30 days, you’ll:

  • Complete new hire orientation and our onboarding training workshop.
  • Learn everything you need to know about restaurant partner personas, restaurant lingo, the Owner product (menu, admin, coupons, etc.).
  • Shadow the current team to learn from your peers and engage with weekly call reviews with your manager.
  • Receive your first ~200 partners and start outreach to introduce yourself

🔎 Within 60 days, you’ll:

  • Start receiving newly launched partners and be comfortable and confident with articulating the value of Owner (there’s a lot of noise in our space).
  • Be able to create rapport and mirror the partner you’re working with – understand the fundamentals, opportunities, and goals each partner has so you can help them grow.
  • Upsell 10-15 partners to get them to use other parts of the product and follow up with them to communicate success and ensure they continue to use our marketing services.
  • Keep churn under 2.0%.

🏆 Within 90 days, you’ll:

  • Become an expert at resolving any issue a partner may bring to your attention (menu, modifiers, coupons, delivery, hours, order lead time).
  • Be able to turn a negative into a positive – partners will come to you with frustrations around a particular issue. It’s your responsibility to empathize with them, own the issue, craft a solution, execute the solution, and follow up to ensure the issue doesn’t resurface.
  • Ramp up your portfolio to ~500 partners to ensure sustainable and continued success.

💫 You Should Apply If…

  • Proven track record (2+ years) in account management or full-cycle sales.
  • You practice what you preach. You’re a market expert in the food/hospitality x technology space, you’re up to date on the trends and competition, and you’re willing to invest in your team to help them learn from you. 
  • You’re someone who goes above and beyond for your partners, comfortable putting on a support hat (when needed), and have excellent communication (verbal and written) skills.
  • You invest in your own personal growth and development.
  • It’s a plus if you’ve worked in a restaurant at one point in your career.

🌿 Benefits of Life at Owner

  • Owner allows you to choose where you want to work. We have team members all across the United States
  • Competitive compensation packages (salary + commission structure so you can unlock higher earning potential if you’re an over-performer.
  • Early stage, well-funded company with an innovative and ever-evolving product.
  • Freedom to spread your wings + leadership that invests in your professional growth.
  • Subscription to Calm + Audible for continued learning and mental health investment.
  • Comprehensive benefits (healthcare, vision, dental).
  • Home office reimbursements and snack deliveries (and awesome swag!)
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Owner

The All-In-One Tool For Restaurant Marketing

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