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 oversee key customer journey inflection points, driving customer impact and aligning with Toast's OKRs. Collaborate with cross-functional partners in Care, Marketing, Product, Education, Strategy/Operations, and Professional Services. Build, iterate, and streamline processes and workflows, constantly seeking improvement and innovation. Act as a point of escalation for customer concerns and champion Toast's culture. This role requires a passion for developing people and helping restaurants modernize their businesses.

Requirements

• 5+ years in Customer Success in the SaaS industry
• 2+ years experience successfully leading & managing teams or cross-functional initiatives
• Experience leading large process improvement projects
• 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
• Work closely with cross-functional partners in Care & Marketing to ensure proper alignment on pursuing opportunities towards topline OKRs
• Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey
• Build, iterate and streamline playbooks, processes and workflows
• Develop and implement innovative ways to work smarter and scale the team
• Constantly identify new and improved ways to deliver delight across customers
• Act as a point of escalation for customer concerns and acute issues
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment

Preferred Qualifications

• Consulting experience, especially in the hospitality industry, is a plus
• Toast Product knowledge is a plus

Benefits

• Competitive compensation and benefits programs
• Hybrid work model
• Cash compensation (overtime, bonus/commissions, if eligible)
• Benefits
• Equity (if eligible)