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Manager, Customer Onboarding

May 23, 2026

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 visionWe’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.<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.owner.com/c">Read our Series C memo here →</a>Our tractionSince 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 <a target="_blank" rel="noopener noreferrer nofollow" href="http://Owner.com">Owner.com</a> website.More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.Our teamOur 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 workOwner 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 youWe'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<ol style="min-height:1.5em"><li>Team Leadership and Development:<ul style="min-height:1.5em"><li>Build, lead, and mentor a team of Launch Specialists, fostering a culture of excellence and continuous improvement.</li><li>Provide training, coaching, and performance management to ensure the team delivers high-quality support.</li><li>Set clear team goals, monitor progress, and report on team performance to senior management.</li></ul></li><li>Process Design & Implementation:<ul style="min-height:1.5em"><li>Refine our Onboarding process to support new restaurants and set them up for success</li><li>Maximize customer early retention</li></ul></li><li>Churn Reduction Strategy:<ul style="min-height:1.5em"><li>Identify key metrics and develop strategies to reduce early churn among new restaurant clients.</li><li>Utilize data-driven insights to continuously improve the Onboarding process.</li></ul></li><li>Cross-Functional Collaboration:<ul style="min-height:1.5em"><li>Work closely with Onboarding, Sales, Product, and Customer Support teams to ensure seamless transition and consistent messaging for new clients.</li><li>Collaborate with the Product team to identify and advocate for features that enhance new client success.</li></ul></li></ol>Who you’ll work with<ul style="min-height:1.5em"><li>A team of exceptional Launch Managers</li><li>Sales, Product, and Customer Support teams </li></ul>Minimum Requirements<ul style="min-height:1.5em"><li>Minimum of 5 years of experience in customer success, account management, or a similar role, with at least 2 years in a leadership position.</li><li>Proven experience in the restaurant tech industry is highly desirable.</li><li>Strong leadership and team management skills.</li><li>Excellent communication and interpersonal abilities.</li><li>Analytical mindset with the ability to leverage data for decision-making.</li><li>Proficiency in customer relationship management (CRM) tools and platforms.</li><li>Ability to work independently and manage multiple priorities in a fast-paced environment.</li></ul>Pay and benefits<ul style="min-height:1.5em"><li>The annual base salary and commission for this role: <ul style="min-height:1.5em"><li>Mexico: $1,150,000 MXN base + $300,000 MXN commission </li><li>Colombia: $235,000,000 COP base + $65,000,000 COP commission</li></ul></li><li>Plus comprehensive health coverage, unlimited PTO, and additional perks! </li></ul>Interview Process<ul style="min-height:1.5em"><li>Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions</li><li>Hiring Manager Screen — 30-minute video interview with the hiring manager to go deeper on your experience and how you work</li><li>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</li><li>Final Round — 60-minute video conversation with a senior leadership member</li></ul><div style="min-height:1.2em;margin-top:0;margin-bottom:0"> </div>Notice - Employment ScamsCommunication 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...