Senior Customer Success Manager II

Summary

Join Toast as a Senior Customer Success Manager II and become the primary point of contact for enterprise-level restaurant clients. You will build strong relationships, understand customer goals, and translate them into strategic recommendations to drive product adoption, satisfaction, and retention. This role requires managing a regionally based book of business with 500+ locations, demanding strong communication, leadership, and cross-functional collaboration skills. You will leverage your expertise to retain SaaS revenue, facilitate customer demos, and address escalations. The position demands extensive account management experience in mid-market or enterprise settings and proven success in exceeding goals. Toast offers a competitive compensation and benefits package, details of which can be found on their careers website.

Requirements

• 8+ 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

• Hotel industry knowledge and experience
• Experience providing technology or SaaS solutions to a client base
• Restaurant experience
• Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Benefits

Competitive compensation and benefits programs