Senior Customer Success Manager I, RMM

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

As a Senior Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive the strategic partnership, momentum across our internal teams, and outcomes tied to the customer’s goals.  You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention, grow the account through expansion, and help us get ahead of churn. To thrive as a Customer Success Manager at Toast, you are flexible, a self-starter who builds structure where there are no playbooks or clear direction, and advocates for the customer within Toast!   

• →Build multi-threaded relationships with the customer’s owners, executives, and decision-makers, not just the day-to-day contact, and bring in Toast execs as needed
• →Retain and grow SaaS revenue through consultative engagement and product recommendation by  understanding needs of each customer 
• →Drive activation and adoption across Toast product suite by tying adoption to the customer’s business goals, not just module usage, using data to spot risk and growth early, and leveraging internal tools/customer marketing strategies
• →Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience 
• →Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and  facilitate customer references/referrals
• →Build cross-functional partnerships and collaborate closely to engage customers when necessary
• →Lead Strategic Business Reviews built around the customer’s goals, challenges, and trends with senior leaders in the room, ending in decisions and a mutual action plan.

• 6+ years account management experience 
• Mid-Market or Enterprise customer management experience 
• Strong leadership, teamwork, and cross-departmental collaboration skills
• Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives.
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills 

• Experience providing technology or SaaS solutions to a client base 
• Restaurant experience 
• Experience managing customers in Mid-Market, Top SMB, or Enterprise segments
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

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