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 expansionBuild relationships with key stakeholders across:C-Suite (CEO, COO)VP-level / Operations leadersGMs and franchise ownersTranslate operator goals and challenges (e.
G., missed calls, staffing constraints, operational challenges) into measurable business outcomes and ROIDrive multi-location rollouts and expansion opportunities across brands and marketsPartner with Sales to support renewals and identify upsell opportunitiesCollaborate with Product & Engineering to resolve issues and prioritize high-impact enhancementsDeliver QBRs / EBRs with clear performance insights and strategic recommendationsRepresent Palona at industry events, customer meetings, and executive briefingsEnsure a seamless feedback loop from customers into product and GTM strategyOutcomes You’ll Own
Net Revenue Retention (NRR)



and expansion across enterprise restaurant accountsFast, successful deployments with robust time-to-valueIncreased adoption and usage across locations and teamsRevenue lift (conversion, AOV)Improved automationOperational efficiency gainsExpansion from pilot to regional to enterprise-wide rolloutActionable customer insights that influence product and market positioningRequirements
Required:4-8 years of experience in Customer Success, Account Management, or Operations within B2B SaaSExperience working with multi-unit restaurants, franchise groups, or hospitality operatorsProven track record of driving retention, expansion, and customer outcomesExperience in early-stage or high-growth startup environments requiring ownership and adaptabilityStrong understanding of the restaurant technology ecosystem (POS, reservations, call centers, etc.)Customer-first mindset with a focus on driving outcomes, not just managing relationshipsAbility to translate product performance into clear business value and ROIStrong executive communication and presentation skillsPreferred:Background in restaurant technologyExperience with AI, automation, or voice/vision technologyExperience scaling accounts across multi-location, multi-market deploymentsStrong ability to influence product and GTM strategy through customer insightsEstablished relationships within the restaurant industryBenefits
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 DisabilityTraining & DevelopmentWork From HomeFree Food & SnacksStock Option Plan
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📌 Customer Success Manager, Enterprise Restaurants (Winnipeg)
🏢 Palona AI
📍 Winnipeg