Manager, Customer Success, SMB - Dedicated

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 growth and retention goals, collaborating with cross-functional partners, and building efficient processes. The role requires strong leadership, process improvement, and technical aptitude. You will manage the use of Salesforce and related applications, implement reports and dashboards, and act as a point of escalation for customer concerns. This position offers the opportunity to help restaurants modernize their businesses and be a part of a high-growth environment. The ideal candidate has 5+ years of Customer Success experience in SaaS and 2+ years leading teams.

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 New Business, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional growth
• Work closely with cross-functional partners in Product, Care, Education and Pro 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
• Manage the use of Salesforce and all related applications across all team members
• Implement and improve reports, dashboards, automated emails, surveys and more
• 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

• 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
• Pay Range$95,000 — $152,000 USD