Manager, Customer Onboarding

About Owner 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. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → Our traction Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we’re looking for you We're looking for a strategic and people-focused Launch/Onboarding Manager to lead a team of Customer Onboarding Specialists and drive the success of new restaurant clients. This role is responsible for building, coaching and mentoring a high-performing team, refining and executing onboarding processes that maximize early retention, and reducing churn through data-driven strategies. You’ll collaborate cross-functionally with Sales, Product, and Customer Support to ensure a seamless and consistent experience for new clients, while continuously advocating for improvements that enhance customer success. Ideal candidates are strong leaders with a passion for process improvement and a track record of using insights to drive measurable outcomes. This role is 100% remote and can be based anywhere in Mexico or Colombia. The impact you will have Team Leadership and Development: Build, lead, and mentor a team of Launch Specialists, fostering a culture of excellence and continuous improvement. Provide training, coaching, and performance management to ensure the team delivers high-quality support. Set clear team goals, monitor progress, and report on team performance to senior management. Process Design & Implementation: Refine our Onboarding process to support new restaurants and set them up for success Maximize customer early retention Churn Reduction Strategy: Identify key metrics and develop strategies to reduce early churn among new restaurant clients. Utilize data-driven insights to continuously improve the Onboarding process. Cross-Functional Collaboration: Work closely with Onboarding, Sales, Product, and Customer Support teams to ensure seamless transition and consistent messaging for new clients. Collaborate with the Product team to identify and advocate for features that enhance new client success. Who you’ll work with A team of exceptional Launch Managers Sales, Product, and Customer Support teams Minimum Requirements Minimum of 5 years of experience in customer success, account management, or a similar role, with at least 2 years in a leadership position. Proven experience in the restaurant tech industry is highly desirable. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Analytical mindset with the ability to leverage data for decision-making. Proficiency in customer relationship management (CRM) tools and platforms. Ability to work independently and manage multiple priorities in a fast-paced environment. Pay and benefits The annual base salary and commission for this role: Mexico: $1,150,000 MXN base + $300,000 MXN commission Colombia: $235,000,000 COP base + $65,000,000 COP commission Plus comprehensive health coverage, unlimited PTO, and additional perks! Interview Process Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions Hiring Manager Screen — 30-minute video interview with the hiring manager to go deeper on your experience and how you work Full Interview Round — 1-hour video interview with senior stakeholders on the team covering your skills, approach, and how you'd show up in the role Final Round — 60-minute video conversation with a senior leadership member 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 a scammer, please mark the communication as "phishing" or “spam” and do not respond.