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Manager, Launch

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Colombia, Mexico

Offer summary

Qualifications:

Minimum of 5 years of experience in customer success or account management, with at least 2 years in a leadership role., Strong leadership and team management skills are essential., Full English fluency with exceptional communication abilities is required., Proficiency in CRM tools and a background in the restaurant tech industry is highly desirable..

Key responsabilities:

  • Build, lead, and mentor a team of Launch Specialists to ensure high-quality support.
  • Refine onboarding processes to maximize early retention and reduce churn.
  • Collaborate with Sales, Product, and Customer Support teams for a seamless client experience.
  • Utilize data-driven insights to continuously improve onboarding and advocate for client success features.

Owner.com logo
Owner.com Scaleup https://owner.com/
51 - 200 Employees
See all jobs

Job description

šŸ‘‹ About Owner.com
Owner is the all-in-one platform that restaurants use to succeed online.

Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.

You can think of it as Shopify meets HubSpot, but specifically for restaurants.

Learn more about the problems we are solving for our customers here.

šŸŒŽ Our vision
Weā€™re starting by helping independent restaurants succeed online.

But itā€™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 ā€“ weā€™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.

šŸš€ Our traction
In just over 3 years we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders.

More importantly, weā€™ve helped thousands of restaurant owners save their businesses - and not  only survive, but thrive.

ā­ Our team
Our team grew from under 100 to nearly 200 talented people in 2024. Weā€™ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

Weā€™ll be scaling even faster in 2025 to keep pace with our customer growth.

šŸŒ† 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 employees are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.

šŸ”Why weā€™re looking for you
We're looking for a strategic and people-focused Launch/Onboarding Manager to lead a team of Launch Specialists and drive the success of new restaurant clients. This role is responsible for building and mentoring a high-performing team, refining and executing onboarding processes that maximize early retention, and reducing churn through data-driven strategies.

Youā€™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 is a remote role for candidates based in either BogotĆ”, Colombia or Mexico City (CDMX).

šŸ’„ The impact you will have
  • 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.
  • Refine our Onboarding process to support new restaurants and set them up for success
  • Build systems to maximize customer early retention
  • Identify key metrics and develop strategies to reduce early churn among new restaurant clients.
  • Utilize data-driven insights to continuously improve the Onboarding process.
  • 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.

    • šŸ¤ Who youā€™ll work with
  • A team of exceptional Launch Managers
  • Sales, Product, and Customer Support teams

    • āœ… What weā€™re looking for
  • Minimum of 5 years of experience in customer success, account management, or a similar role, with at least 2 years in a leadership position (managing people)
  • Strong leadership and team management skills.
  • Full English fluency - exceptional reading, writing, comprehension and verbal communication skills (C1/C2 preferred).
  • 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.
  • Proven experience in the restaurant tech industry is highly desirable.

    • šŸ† Pay and benefits
  • The starting base salary for this role is the local equivalent to $50,000 USD, plus a $10,000 bonus.
  • Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!
    • šŸš© Notice - Employment Scams
    Communication from our team regarding job opportunities will only be made by an Owner employee 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 ā€œspamā€ and do not respond.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Employee OnboardingData-Driven Decision MakingAccount ManagementCustomer Success ManagementCustomer Relationship ManagementProcess Improvement

    Other Skills

    • Team Management
    • Leadership
    • Social Skills
    • Analytical Thinking
    • Communication
    Are you interested?

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