Senior Customer Success Manager I

Summary

Join Toast as a Senior Customer Success Manager and become the primary point of contact for customers, acting as a trusted advisor to drive various customer-centric initiatives. You will build strong relationships, understand customer goals, and translate them into strategic recommendations to boost product adoption, satisfaction, referrals, and retention. This role involves managing a regionally based book of business within the mid-market segment (41-499 locations). You will wear many hats, focusing on customer happiness and annual recurring revenue (ARR) growth. Responsibilities include building customer relationships, retaining SaaS revenue, driving product adoption, facilitating demos, partnering with internal teams on escalations, and providing customer feedback. The ideal candidate possesses 6+ years of account management experience in mid-market or enterprise settings, strong communication and leadership skills, and a proven track record of exceeding goals.

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

• Competitive compensation and benefits programs
• Healthy lifestyle with the flexibility to meet Toasters’ changing needs