Talent Acquisition Manager, Customer Success

Summary

Join Toast as the Manager for Customer Success Talent Acquisition and become a key strategic partner to Customer Success leadership. You will build and lead a team of approximately five Customer Success Talent Acquisition Partners, responsible for attracting and hiring top talent across Customer Care and Operational Excellence. This role demands driving results, exceeding hiring goals, and acting as a trusted partner to various teams. You will innovate and scale operations, build diverse high-performing teams, and develop your team members. The position requires navigating ambiguity and complexity within a fast-paced environment. This is a high-impact role for someone passionate about building a world-class talent acquisition function within a rapidly growing company.

Requirements

• 3+ years of proven experience leading and developing high-performing recruiting teams
• 8+ years of full-cycle recruitment experience within a fast-paced, high-growth environment (SaaS or technology company experience preferred)
• Demonstrated ability to act as a strategic partner, using data to influence senior leaders and drive business outcomes
• A track record of driving operational improvements and scaling recruiting functions
• A deep commitment to building diverse and inclusive teams
• Experience with high-volume hiring and managing hiring plans for multiple verticals/senior stakeholders simultaneously
• Ability to lead and elevate a team of high-caliber Talent Acquisition Partners
• Strong judgment and decision-making abilities
• Proficiency in identifying inconsistencies during the hiring process and advocating for fairness and equitable processes

Responsibilities

• Lead and develop a team to consistently meet and exceed ambitious hiring goals for Customer Care and Onboarding, ensuring deadlines are met and class targets are achieved
• Drive these hiring plans and ensure the team is pacing to achieve our headcount plan, while navigating changes that come with new remits and global expansion
• Act as a true partner to Customer Success Leadership, Finance, and People teams
• Leverage data and market insights to build hiring strategies that align with business objectives, particularly within the complex structure of Toast's Customer Success organization
• Focus on strong stakeholder management with senior team members, including Directors and VPs
• Drive operational excellence by owning recruiting metrics and identifying opportunities for process improvements and scalable solutions that drive efficiency and a best-in-class candidate experience
• Recommend and implement new processes and policies that enhance the efficiency and scalability of Customer Success hiring across Toast
• Champion our belief that diverse teams drive better results by embedding equitable hiring practices into every aspect of the recruitment lifecycle
• Coach teams to build talent pipelines that reflect the diversity of the communities we serve
• Uphold our commitment to building leaders from within by actively coaching and mentoring teams
• Foster a culture of high performance, psychological safety, and continuous development, creating growth opportunities for direct reports
• Thrive in a fast-paced environment where business needs can change quickly, particularly within the evolving Customer Success organization
• Lead teams through evolving priorities and manage team bandwidth and complexities

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions, if eligible)
• Benefits
• Equity (if eligible)
• Hybrid work model