POS Customer Success Manager (US/Canada)

Owner.com http://Owner.com is scaling its Point of Sale rapidly, and we’re building a dedicated Customer Success team to support our newest customer segment. As a POS CSM, you will own the post-launch relationship for restaurants running Owner’s full stack — Core digital ordering platform and point of sale system. Your mission is to drive adoption and retention across both products by proving measurable business value.

The ideal candidate has hands-on experience with POS technology, understands in-store restaurant operations and can translate product capabilities into tangible business outcomes like loyalty program adoption and increased in-store and online sales.

- Own a portfolio of POS customers across all stages of the post-go-live lifecycle, with a focus on driving full product adoption across both Owner’s Core Online Ordering platform and Point of Sale.

- Deliver ongoing value by coaching customers on in-store growth strategies, loyalty program adoption, mobile app optimization and sales volume growth

- Conduct Value Reviews that tie product usage to customer business outcomes: MoM sales growth, conversion, in-store revenue and digital channel performance.

- Identify and mitigate churn risk by monitoring customer health signals, proactively engaging with at-risk customers and managing cancellation conversations with strong objection handling skills

- Collaborate cross-functionally with Product, Launch, Support and Sales to surface POS customer insights, drive product improvements and identify growth opportunities

- Help build POS playbooks: contributing to processes, SOPs and scalable frameworks as this team grows

- A strong customer centric approach. You handle conversations with empathy, professionalism and a solutions-first mindset

- Strong communication and negotiation skills with expertise in uncovering pain points, objection handling and de-escalation

- Strong proficiency in interpreting data to identify trends, wins and opportunities. You have the ability to use data to tell a compelling story

- Quick thinking and creative problem-solving to manage challenging customer situations in real time with a high degree of ownership and accountability

- Process-oriented thinking. You see inefficiencies and build better frameworks to improve your workflow and your team’s process

- Grit, adaptability and comfort navigating ambiguity. This team is in build mode and you are excited by that!

- 2+ years of experience in Customer Success or Account Management at a POS or restaurant technology company

- You held targets which included NRR, GRR and/or retention metrics

- Working knowledge of POS hardware payment processing technology and in-store restaurant operations

- Proven track record of managing customer churn and driving product adoption in a SaaS environment

- Expertise with tools such as Salesforce, SalesLoft, Claude, Notion, Slack

- A background in B2B2C, ideally within the food/hospitality and technology space. Familiarity with industry trends trends and competitive dynamics

- A commitment to personal growth and continuous improvement

- Previous experience in a high-growth or early stage SaaS company where you helped build and refine CS processes

- Familiarity with digital marketing strategies (SEO, email, loyalty, Google Ads) that drive restaurant revenue

- Help restaurant owners see measurable ROI from Owner’s platform

- Shape the POS customer journey. You will work in a collaborative enirvonment to define how this team operates at scale

The estimated base salary range for this role is $90,000-$100,000 USD / $125,000 - $139,000 CAD

Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!