AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.
About the role
- Customer Success Manager driving retention, expansion, and value for multi-unit restaurant groups. Collaborating across teams to ensure customer success with Palona’s AI platform.
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
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
- Background in restaurant technology (Preferred)
- Experience with AI, automation, or voice/vision technology (Preferred)
- Experience scaling accounts across multi-location, multi-market deployments (Preferred)
- Strong ability to influence product and GTM strategy through customer insights (Preferred)
- Established relationships within the restaurant industry (Preferred)
Benefits
- 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 Disability
- Training & Development
- Work From Home
- Free Food & Snacks
- Stock Option Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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