Customer Success Manager II

Summary

Join Toast's Customer Success team as a Customer Success Manager (CSM) and play a vital role in driving customer success within our Payroll vertical. You will engage with SMB customers through various touchpoints, including email, Zoom, and phone calls, to review best practices, discuss activation and adoption strategies, and resolve pain points. This role requires a proactive approach, leveraging data to ensure customer satisfaction and maximize the value of our services. You will also contribute to a scalable customer success model, acting as the voice of the customer and identifying opportunities for improvement. The position demands strong communication, technical proficiency, and problem-solving skills. This is a hybrid role.

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 & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment

Responsibilities

• Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals
• Confidently navigate all guest & pos modules & grow expert knowledge of partners and our Employee Cloud product
• Proactive Engagement: Interpreting data, you’ll regularly engage with clients to ensure they are satisfied and are maximizing the value of the payroll and POS services
• Leverage a thorough understanding of the business and payroll vendor services to recommend continuous improvements to payroll processes
• Technical focus & solution minded - you are driven by solving for intricate problems and project managing customer needs towards resolution
• Self investment into knowledge growth - education minded in order to continuously support customer at scale
• Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
• Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
• Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion
• Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
• Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
• Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
• Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership
• Actively look for opportunities to operate at scale

Preferred Qualifications

• FCP or CPP credentials
• Understanding of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Work or equivalent experience in 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

$82,000 — $82,000 USD