POS Customer Success Manager (US/Canada)

What You’ll Do

• 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

What We’re Looking For

• 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!

Minimum Requirements

• 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

Bonus

• Experience working in a restaurant
• 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

The Impact You Will Have

• Help restaurant owners see measurable ROI from Owner’s platform
• Drive retention in Owners newest customer segment
• Shape the POS customer journey. You will work in a collaborative enirvonment to define how this team operates at scale
• Surface product insights and influence Owners roadmap