Customer Success Manager II

Summary

Join Toast as a Customer Success Manager II (CSM II) and play a vital role in driving customer success within our On-Demand team. You will engage with SMB customers through various touchpoints, including virtual meetings and email communication, to review best practices, discuss activation strategies, and resolve pain points. This role requires strong communication, technical proficiency, and the ability to manage multiple priorities effectively. You will leverage data to make informed decisions, contribute to revenue growth, and shape a scalable customer success model. The ideal candidate possesses 2+ years of account management experience, excels in virtual communication, and thrives in a fast-paced environment. Toast offers a competitive compensation 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 environment with consistent change
• Problem-solving mindset with critical and creative thinking, thinking at scale, and working in a dynamic, fast-paced environment

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 on behalf of 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 recommendation
• 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