Manager, Customer Success

Summary

Join Toast's Customer Success team as a Manager, leading and developing a team of 6-8 Customer Success Managers (CSMs). You will be responsible for exceeding revenue, NPS, and product adoption goals, working cross-functionally to ensure customer success. This role requires developing innovative solutions, acting as an escalation point for customer issues, and uncovering opportunities for growth. You will manage Salesforce and related applications, collaborating with IT and BI teams on reporting and system improvements. The ideal candidate has 8+ years in customer success or sales, 2+ years managing teams, and a four-year college degree. A hospitality background is a plus. Toast offers competitive compensation and benefits, including a hybrid work model.

Requirements

• 8+ years in customer success or sales
• 2+ years experience successfully leading & managing teams
• Minimum four-year college degree from an accredited institution
• Extensive experience leading large cross-functional initiatives
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Responsibilities

• Manage a team of 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals
• Exceed monthly, quarterly, and annual revenue, nps, go live, and product activation/ adoption goals
• Work closely with cross-functional partners to drive the highest levels of customer success throughout the post-live customer journey
• Develop and implement innovative ways to work smarter and scale the team
• Act as a point of escalation for restaurant customer concerns and acute issues
• Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews
• Manage the use of Salesforce.com and all related applications
• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment

Preferred Qualifications

Hospitality background is a nice to have

Benefits

• Competitive compensation and benefits programs
• Hybrid work model