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 → https://www.owner.com/c 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 http://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 1. 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. 2. Process Design & Implementation: - Refine our Onboarding process to support new restaurants and set them up for success - Maximize customer early retention 3. 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. 4. Cross-Functional Collaboration: - Work closely with Onboarding, Sales, Product, and Customer Support teams to ensure seamless transition and consistent messaging for new clients. - Col