Customer Success Manager

Presto•Illinois, Illinois, United States, IL

5d•Hybrid

About The Position

Presto is the leading Voice AI company for restaurant drive-thrus, operating at scale in complex, noisy, customer-facing environments. As the AI partner to more than a dozen of the most iconic American restaurant brands, Presto is building one of the most impactful real-world applications of AI that directly impacts revenue, labor efficiency, and a magical guest experience for millions of people. AI is not a feature at Presto, it is the foundation of how we build, evaluate, and evolve our products. We operate at lightning speed iteration cycles and are solving some of the hardest problems in Voice AI. We are backed by Remus Capital, were a Y Combinator company, and are headquartered in Silicon Valley. This may not be the right fit for you, if you are looking for a traditional 9-to-5 environment. We move at the pace of AI. Change is constant, and roadmaps evolve quickly. Presto is for builders, experimenters, and problem-solvers who thrive in ambiguity, learn continuously, and are excited to shape the future of real-world AI alongside a high-performance team. We are looking for a Customer Success Manager (CSM) to ensure Presto's solutions deliver maximum value to our restaurant partners, their staff, and their guests. The ideal candidate needs to be close to a major airport and be located in the Midwest or East Coast. This is a high-touch, field-oriented role responsible for managing a portfolio of customer accounts, driving product adoption, and ensuring measurable success through defined KPIs. You will serve as a strategic partner to customers both remotely and on-site at restaurant locations, building strong relationships and ensuring successful deployments and ongoing performance. Success in this role requires a strong customer-first mindset, the ability to translate data into actionable insights, and a willingness to be in the field regularly. You should be equally comfortable influencing executive stakeholders, analyzing performance metrics, and working directly alongside operators in live restaurant environments.

Requirements

7+ years of experience in customer success or related roles — or equivalent experience as a manager in a multi-unit restaurant organization.
Proven ability to manage and grow customer relationships in a complex, fast-paced environment.
Strong analytical skills with the ability to interpret data and translate it into actionable insights.
Excellent communication and stakeholder management skills, including executive-level engagement.
High level of empathy and a customer-first mindset.
Strong organizational, project management, and time management skills.
Ability to quickly understand and clearly explain technical and business concepts.
Experience working in fast casual, QSR, or restaurant environments.
Experience working with cloud-based or SaaS solutions.
Comfortable working cross-functionally and influencing internal teams.
Willingness and ability to travel frequently (up to ~60–80%) to customer locations.

Nice To Haves

Experience in restaurant operations or restaurant technology.
Experience working with data-driven customer success methodologies.
Background in high-growth startup environments.
Spanish language proficiency a plus.

Responsibilities

Build and maintain strong, long-term relationships with customer stakeholders both remotely and on-site.
Travel to customer locations to support onboarding, product validation, drive adoption, strengthen partnerships and ensure customers are getting full value from the product.
Serve as a trusted advisor, aligning Presto's solutions with customer business goals.
Provide hands-on support and guidance in live restaurant environments.
Serve as the escalation point for customer issues and complaints.
Train customers and end users on product features and best practices.
Identify and address low adoption early to prevent churn.
Document customer feedback, issues and resolutions in CRM.
Ensure customers have clearly defined value propositions and success metrics.
Track, analyze, and report on key performance indicators across accounts.
Identify opportunities to improve performance and optimize the customer lifecycle.
Influence customers to adopt best practices and maximize platform value.
Partner with Sales and Account teams to capture customer sentiment and feedback to drive renewals and identify expansion opportunities.
Support contract renewals by demonstrating ability to discuss measurable ROI and success outcomes to customers.
Contribute to revenue growth through increased adoption and customer satisfaction.
Partner with Product, Engineering, and Operations teams to communicate customer needs and feedback.
Influence product strategy, roadmap, and prioritization based on customer insights.
Collaborate with Marketing to support customer reference programs and case studies.
Coordinate with internal teams to resolve technical or operational problems.
Follow up to ensure resolution and customer satisfaction.
Maintain accurate and up-to-date records in CRM systems.
Prepare account status reports (at store or brand level) and executive summaries.
Manage a portfolio of accounts with organized prioritization.
Track and document all customer interactions and follow-ups.