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 explicit, 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,

📌 Customer Success Manager, Enterprise Restaurants (Toronto)
🏢 Palona AI
📍 Toronto