**Company Description**
OwnersRoom is a B2B SaaS platform that simplifies and professionalizes:
- Equity Management
- Cap Table Management
- Incentive Programs (ESOP, options, warrants etc)
- Transaction processes
We work closely with CFOs, finance teams, PE/VC environments, family offices, and transaction professionals where precision, structure, and trust are mission-critical.
We are now entering a commercial scale phase where Customer Success is key to retention, expansion, and product development.
**Role Description**
As Customer Success Manager at OwnersRoom, you will act as a strategic partner to our customers and own the full post-sale customer lifecycle.
This is
**not**
a support role.
You will directly influence:
- Net Revenue Retention (NRR)
- Gross Retention
- Churn Reduction
- Product Adoption
- Expansion Revenue
**Key responsibilities:**
**Customer onboarding & adoption**
- Lead structured onboarding for new customers
- Ensure fast time-to-value
- Drive product adoption and monitor customer health scores
- Proactively engage low-activity accounts
- Embed OwnersRoom into customers’ core workflows
**Strategic relationship management**
- Serve as the primary customer contact
- Build strong relationships with CFOs and senior stakeholders
- Understand ownership structures and incentive programs
- Provide best-practice guidance within equity management
**Retention & expansion**
- Identify at-risk customers early
- Own the renewal process end-to-end
- Drive upsell and cross-sell opportunities
- Partner closely with Sales on account expansion
- Channel structured Voice-of-Customer feedback to Product
**Qualifications**
- 3–7+ years in B2B SaaS Customer Success
- Experience owning renewals and/or revenue targets
- Experience with Mid-Market or Enterprise customers
Strong understanding of:
- Customer lifecycle management
- Churn prevention
- Adoption frameworks
- QBRs (Quarterly Business Reviews)
- Data-driven and comfortable working in CRM and analytics tools
**Strong plus**
- Experience with equity management or cap tables
- Exposure to ESOP / incentive programs
- Background in FinTech, LegalTech, HRTech or similar
- Experience working with CFO-level stakeholders
**What we offer**
- A high-impact role in an ambitious SaaS scale-up
- Opportunity to shape the Customer Success function
- Close collaboration with the OwnersRoom team
- Competitive compensation
- Equity participation may be considered for the right candidate
**Who thrives here**
You will likely succeed if you:
- Are a commercially minded CSM
- Enjoy complex B2B customer environments
- Want more ownership than a typical CS role
- Like building structure, not just operating within it
- Are motivated by measurable revenue impact
**How to apply**
Please submit:
- CV
- A short reflection on:
1. Your approach to churn reduction
2. How you drive expansion in existing accounts
3. The most complex stakeholder environment you have managed
We`ll be looking very much forward to hearing from you.
Take care and have fun - Team OwnersRoom
