Senior Engineering Manager, Customer Success

Summary

Join Toast as a Senior Engineering Manager focused on Customer Success and lead a team in delivering solutions supporting business goals and driving value for internal teams and customers. You will manage daily engineering activities, oversee technical delivery operations for various systems, and review deliverables. Responsibilities include leading collaborative efforts, defining the technical roadmap, and communicating with stakeholders. This role requires experience in delivering customer success initiatives, a Bachelor's degree in Computer Science or equivalent, and expertise in customer success systems and technologies. The position offers a competitive salary and benefits package.

Requirements

• Experience delivering high impact Customer Success initiatives as part of/leading a technical team
• Bachelor’s degree in Computer Science or equivalent experience
• Well-versed in Customer Success systems (Case Management & Routing, Workforce Management, Knowledge Base, Communities, etc.) and technologies (REST, SOAP, ETL, etc..)
• Implementation expertise and practical experience working on systems projects with large transactional volume involving complex system design across disparate systems
• Experience in collaborating with product owners representing Customer Care, Onboarding, Education, Sales, and Data Analytics
• Experience in developing and retaining a highly talented team

Responsibilities

• Manage the daily activities of Engineers who are delivering new features and enhancements critical to Toast's business growth
• Oversee technical delivery operations for all Customer Success systems, including Salesforce, Intercom, Five9, NICE WFM, Medallia, multiple 3rd Party Integrations, and other fit for purpose CS and Knowledge Management solutions and provide leadership, activity planning, and direction to complete team tasks, produce the required deliverables, track/resolve issues, and meet delivery milestones and mentor team members by identifying/developing opportunities for individual growth and setting a positive example for working in a team environment
• Review deliverables for the team and contribute hands-on to complex delivery efforts. Specifically, provide Code Review expertise, actively reviewing solutions from the engineering team across platforms and tools under your ownership area and facilitate release planning and capacity planning for the team’s initiatives
• Lead collaborative discovery and execution ceremonies for engineering, research, design, and quality assurance peers
• Define a well-articulated vision for the short- and long-term technical roadmap of the domain; ensure that the impact aligns with the team and company strategy. To do this you will: Incorporate prior experience to shape the technical vision of the team, build and maintain team technical roadmap utilizing planning tools and actively manage  technical debt and prioritize  foundational work to ensure growth and change are not inhibited
• Communicate clearly, knowledgeably, and transparently with cross functional stakeholders at all levels (including and especially Customer Success leaders and team members) to build trusted relationships that allow our engineers the freedom to experiment.  This will require you to: Partner with Stakeholders in evaluating new technologies, ensuring they fit into our stack and meet the needs identified within the Discovery process, confidently leverage preeminent domain expertise in service of team decision-making, sharing trade-offs with stakeholders where it helps to drive shared understanding and continually evolve domain knowledge through ongoing customer, competitor, and market research, sharing the takeaways with your team and our business partners

Preferred Qualifications

• Hands on experience developing and solutioning in Salesforce and other tools, including leading solution architecture reviews
• Experience with CI/CD best practices and GIT
• Experience working with 3rd party development teams
• Leadership in product selection (e.g. RFP creation and response evaluation) and vendor management

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits
• Pay Range $166,000 — $266,000 USD