Senior Customer Success Manager II

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

The expectation will be to work 1 - 2 days a week out of the account’s office in Pasadena, CA.

Bready* to make a change?

As a Senior Customer Success Manager, Toast’s way of saying an “Account Manager”,  you serve as the customer’s main point of contact, trusted advisor, and drive  a wide variety of customer driven initiatives.  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. To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments!  

 The Enterprise (ENT) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 500+  locations. As a Customer Success Manager, you  wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).

About this roll* (Responsibilities)

• Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies
• Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers.
• Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities.
• Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy.
• Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow.
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to remove friction, close feedback loops, and escalate customer challenges to resolution.

Do you have the right ingredients*? (Requirements)

• 8+ 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 

Special Sauce* (Non-essential Skills/Nice to Haves)

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

AI at Toast

At Toast 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.

Our Spread of Total Rewards

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.

*Bread puns encouraged but not required