Customer Success Manager at Presto in Illinois, Illinois, United States

Job description

• 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.
• We move at the speed of AI. Change is constant, and iteration is rapid. This is not a traditional environment. Success requires adaptability, curiosity, and a willingness to solve problems in real time.
• You'll play a critical role in helping customers succeed with cutting-edge AI technology, directly impacting revenue, operational efficiency, and guest experience at scale.
• This role offers high visibility, strategic ownership, and the opportunity to shape how Presto delivers value to its customers.

Responsibilities

• Customer Relationship Management & Field Engagement
• 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.
• Performance & KPIs
• 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.
• Renewals & Growth
• 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.
• Cross-Functional Collaboration
• 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.
• Reporting & Administration
• 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.

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 (75%+) to customer locations.
• 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.

Skills

Preferred

• Spanish language proficiency a plus.

Benefits

• The U.S. base salary range for this position is approximately $60,000–$90,000 annually, plus equity and benefits. Compensation is determined by role, level, location, and individual experience.
• Benefits for U.S.-based employees include medical, dental, and vision insurance, a 401(k) program, and paid time off (PTO).