Customer Success Manager II

Summary

Join Toast as a Customer Success Manager II and play a vital role in driving customer success within our On Demand platform. You will engage with SMB customers throughout their journey, providing strategic guidance and support via virtual meetings and email communication. This role requires strong communication, technical proficiency, and data-driven decision-making skills. You will be responsible for customer retention, revenue growth, and shaping a scalable customer success model. The ideal candidate possesses 2+ years of account management experience and a proven track record of exceeding goals. This position offers a competitive salary and benefits package.

Requirements

• 2+ years of Account Management experience responsible for customer satisfaction, churn mitigation, and business operations
• Case/Queue Management Experience responsible for organization, data hygiene, and prioritization management
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using a variety of software
• Proven track record of success in meeting and exceeding goals
• Self-starter and ability to work autonomously, diving into complex customer scenarios and forging a path forward
• Strong and professional virtual presence with excellent communication, organizational, and influencing skills (including written communication, negotiation, and presentation skills)
• Flexibility and adaptability to a fast-paced, changing environment
• Problem-solving mindset; critical and creative thinker who thinks at scale

Responsibilities

• Live customer interaction, including running demos and delivering complex messaging in a simplified manner
• Self-investment into technical knowledge growth to continuously support customers at scale
• Leveraging data to make informed decisions for the customer and the business
• Diagnosing customer issues, developing strategies, and leveraging cross-functional partners
• Retaining and growing SaaS revenue through consultative engagement and product recommendations
• Driving activation and adoption across the Toast product suite by analyzing product module usage and leveraging internal tools/customer marketing strategies/cross-functional teams
• Handling downsell and churn saves by interacting with customers to understand and document pain points
• Performing data entry, maintaining calendar hygiene, and building reports
• Confidently navigating all guest & POS modules and having a working knowledge of partners, EC & XC
• Acting as the voice of the customer by gathering feedback and insight to relay to internal partners & leadership
• Actively looking for opportunities to operate at scale

Preferred Qualifications

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Work or equivalent experience in a Project Management role
• Experience working in the tech industry or for a SaaS company
• Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack

Benefits

• Competitive compensation and benefits programs
• Total rewards package beyond earnings potential, providing means to a healthy lifestyle with flexibility