As the Manager of Customer Retention, you will reduce churn and increase customer lifetime value by leading a team to enhance customer engagement and satisfaction.
👋 About Owner.com
Owner is the AI growth system for local restaurants.
Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that forces small business owners to master their software to drive sales, Owner gives them a proven system run by experts.
Owner is like having an army of engineers and marketers on your side, just like the big chains.
🌎 Our vision
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. Most local 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.
Once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.
Read our Series C memo here →
🚀 Our traction
Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.
More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
⭐ Our team
Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.
We’ll be scaling even faster in 2026 to keep pace with our customer growth.
🌆 Where we work
Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.
🫵 Why we’re looking for you
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.
💻 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
- Director of Customer Support
- Manager of Customer Support
- Product Leaders
- Customer Success Team
✅ Minimum requirements
- Experience: 7+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
- Leadership: 5+ years leading 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.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
- Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
- Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
- Technical Aptitude: Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.
🏆 Pay and benefits
- The estimated base salary range for this role is $110,000 - 135,000/year USD plus a generous equity pre-IPO equity package
- Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!
🚩 Notice - Employment Scams
Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.
We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.
Top Skills
Online Ordering Systems
Pos Solutions
Restaurant Technology
Saas Platforms
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
