Manager, Customer Retention

Join to apply for the Manager, Customer Retention role at Owner.comAs 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.Impact you will haveReducing 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 withDirector of Customer SupportManager of Customer SupportCustomer Success TeamExperience: 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 the 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 escalat…Pay and benefitsThe 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.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionManagement and Customer ServiceIndustriesSoftware Development #J-18808-Ljbffr