Customer Success Manager, Enterprise Restaurants

Palona AI•Los Altos, CA

1d•Remote

About The Position

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. The ideal candidate has experience working with multi-unit restaurant operators, franchisees, and hospitality executives. You will own the customer relationship post-sale, collaborating closely with Sales, Product/Engineering, and AI specialists to ensure customers realize value and expand over time. Your goal is to help Palona AI become the most trusted AI partner in the restaurant industry.

Requirements

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

Nice To Haves

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

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