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.

Role Overview

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.

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
• Measurable customer impact:
• Revenue lift (conversion, AOV)
• Improved automation
• Operational efficiency gains
• Expansion from pilot → regional → enterprise-wide rollout
• Actionable customer insights that influence product and market positioning