Customer Success Manager, Toast

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills
• Flexibility & adaptability
• Problem solving mindset, ability to think critically

Desirable

• The Retail Customer Success team works alongside our Restaurant Success teams, but is focused on retail-only and hybrid customers
• Here they’re supported by our enablement/operations teams and have access to a robust Customer Success network
• But they’ll have a unique opportunity to continue to build new workflows, playbooks and advocacy programs for our newest set of customers
• They’ll continue to help build customer profiles and refine engagement models, and advocate for what this growing customer base needs as we continue to build out the product
• All this will require tenacity, creativity, ambiguity, insight and empathy
• We also find a touch of knowledge and love for the industry helps too
• As a dedicated Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives
• You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention
• This is not your average CSM or Account Management team; in joining this team, you will be part of a young Customer Success model
• Composed of multiple teams, the Scaled CS team is evolving to better the customer experience
• Furthermore, for the Retail business unit you will be working closely with cross-functional partners across the organization and collaborating to support a rapidly growing business unit
• We are seeking an individual who is flexible, adaptable, and motivated by change
• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners