Role Overview
We are seeking a Customer Success Manager to drive retention, expansion, and long-term value across multi-unit restaurant groups and hospitality operators. You will own the post-sale customer lifecycle, ensuring successful deployment, strong adoption, and measurable ROI from Palona's Conversational AI platform.
This role is highly strategic and revenue-oriented- you'll partner with operators to transform how high-volume restaurants answer calls, take orders, and engage guests, while expanding Palona's footprint across locations and use cases.
We're looking for someone who builds credibility quickly with operators and executives, thrives in startup environments, and consistently delivers clear, data-backed outcomes for customers.
Responsibilities
- Own the post-sale lifecycle: onboarding, implementation, adoption, renewal, and expansion
- Build relationships with key stakeholders across:
C-Suite (CEO, COO)
VP-level / Operations leaders
GMs and franchise owners - Translate operator goals and challenges (e.g., missed calls, staffing constraints, operational challenges) into measurable business outcomes and ROI
- Drive multi-location rollouts and expansion opportunities across brands and markets
- Partner with Sales to support renewals and identify upsell opportunities
- Collaborate with Product & Engineering to resolve issues and prioritize high-impact enhancements
- Deliver QBRs / EBRs with clear performance insights and strategic recommendations
- Represent Palona at industry events, customer meetings, and executive briefings
- Ensure a seamless feedback loop from customers into product and GTM strategy
Outcomes You’ll Own
- Net Revenue Retention (NRR) and expansion across enterprise restaurant accounts
- Fast, successful deployments with strong time-to-value
- Increased adoption and usage across locations and teams
- Revenue lift (conversion, AOV)
- Improved automation
- Operational efficiency gains
- Expansion from pilot to regional to enterprise-wide rollout
- Actionable customer insights that influence product and market positioning
Requirements
Required:
- 4-8 years of experience in Customer Success, Account Management, or Operations within B2B SaaS
- Experience working with multi-unit restaurants, franchise groups, or hospitality operators
- Proven track record of driving retention, expansion, and customer outcomes
- Experience in early-stage or high-growth startup environments requiring ownership and adaptability
- Strong understanding of the restaurant technology ecosystem (POS, reservations, call centers, etc.)
- Customer-first mindset with a focus on driving outcomes, not just managing relationships
- Ability to translate product performance into clear business value and ROI
- Strong executive communication and presentation skills
Preferred:
- Background in restaurant technology
- Experience with AI, automation, or voice/vision technology
- Experience scaling accounts across multi-location, multi-market deployments
- Strong ability to influence product and GTM strategy through customer insights
- Established relationships within the restaurant industry
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Free Food & Snacks
- Stock Option Plan
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Customer Success Manager, Enterprise Restaurants in Toronto employer: Palona AI
At Palona, we pride ourselves on being an exceptional employer that fosters innovation and collaboration in the AI sector, particularly within the restaurant industry. Our vibrant work culture encourages continuous learning and professional growth, offering employees the chance to engage in cutting-edge projects while enjoying a supportive environment. Located in a dynamic tech hub, we provide unique opportunities for networking and career advancement, making Palona a rewarding place to build your future.
