POS Customer Success Manager (US/Canada)

About the role

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We're building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant's website, online ordering, CRM, POS, and more.

Responsibilities

• 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 Digital 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.

Qualifications

• 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 and competitive dynamics.
• A commitment to personal growth and continuous improvement.

Bonus Experience

• 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.

Pay and Benefits

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!