Senior Customer Success Manager I

Summary

Join Toast as a Senior Customer Success Manager and become a trusted advisor to your clients, driving product adoption, satisfaction, and customer retention. You will be responsible for a regionally based book of business, ranging from 16-50 locations, and will work cross-functionally to ensure customer happiness and grow their annual recurring revenue (ARR). This role requires strong communication, leadership, and technical skills, as well as experience in account management and customer relationship building. You will be responsible for building relationships with customers, understanding their needs, and recommending solutions that drive value. You will also be responsible for driving product adoption, resolving customer escalations, and providing regular feedback to internal teams.

Requirements

• 6+ years account management experience
• Mid-Market or Enterprise customer management experience
• Strong leadership, teamwork, and cross-departmental collaboration skills
• Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills

Responsibilities

• Build multiple layers of relationships with the customer, including Toast execs, as needed, and maintain daily database entries through Salesforce
• Retain SaaS revenue through consultative engagement and product recommendation by  understanding needs of each customer
• Drive activation and adoption across Toast product suite by analyzing  product module usage and leverage internal tools/customer marketing strategies
• Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience
• Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and  facilitate customer references/referrals
• Build cross-functional partnerships and collaborate closely to engage customers when necessary

Preferred Qualifications

• Experience providing technology or SaaS solutions to a client base
• Restaurant experience
• Experience managing customers in Mid-Market, Top SMB, or Enterprise segments
• Experience with Salesforce CRM, 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