Customer Success Manager II, Retail

Summary

Join Toast as a Customer Success Manager (CSM) within On Demand and play a crucial role in driving customer success for retail businesses. You will build relationships, find solutions, and leverage Salesforce to manage account activities. This role requires strong technical proficiency, data-driven decision making, and the ability to diagnose customer issues and develop strategies. You will also be responsible for retaining and growing SaaS revenue, driving activation and adoption across the Toast product suite, and acting as the voice of the customer. This position offers the opportunity to shape a scalable customer success model and work in a dynamic, fast-paced environment.

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

• Use a consultative approach to build relationships and find solutions for  convenience stores, grocery stores, bottle shops and other retail focused businesses
• Leverage Salesforce (our CRM) to manage all account activities
• Understand the competitive landscape and determine how to best position Toast in the market
• Self investment into technical 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
• 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
• Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC
• 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

• Retail operations experience
• 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

• 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