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 involves managing a regionally based book of business with 500+ locations, requiring cross-functional collaboration and expertise in SaaS revenue retention. You will leverage your product knowledge to facilitate demos, address customer escalations, and gather valuable customer feedback. Success in this position requires strong communication, leadership, and technical skills, along with experience in account management and enterprise customer relations. Toast offers a competitive compensation and benefits package.

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

• 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