Customer Success Manager II, Retail

Summary

Join Toast's growing Retail Customer Success Team as a dedicated Customer Success Manager (CSM) II. You'll be a key point of contact for retail customers, building relationships, driving product adoption, and ensuring their success. This role requires strong communication, problem-solving, and technical skills, along with a passion for the retail industry. You'll work closely with cross-functional teams to ensure customer satisfaction and revenue growth, and have the opportunity to shape the evolving Customer Success model at Toast.

Requirements

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills
• Flexibility & adaptability
• Problem solving mindset, ability to think critically

Responsibilities

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)

Preferred Qualifications

• Retail industry experience and knowledge (grocery stores, bottle shops, convenience stores)
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service or retail industry
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Benefits

• 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
• We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs
• Our goal is to build a strong culture of connection as we work together to empower the restaurant community
• To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast