The impact you will have:

Own and elevate retention outcomes: Drive measurable improvements in customer retention by operationalizing value realization.
Transform the CSM model: Continue to drive the team towards a proactive, lifecycle-driven engagement model.
Build a high-performing org: Recruit, coach, and develop a team of CSMs and managers.

What we’re looking for:

8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology.
3–5+ years leading high-performing CSM teams, including managers and/or senior ICs.
Proven track record of improving retention and driving expansion in a recurring revenue business.

AI Fluency:

Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success.
Ability to develop a clear framework for where AI should handle, assist, or defer to human CSMs across the customer lifecycle.

Owner

Owner is the AI-native system local business owners use to succeed, starting with restaurants. They're building the system that replaces the many tools owners use to run their business. The team is now in the low hundreds and scaling even faster to keep pace with customer growth.

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