Customer Success Manager, Toast

• 4+ years of experience in account management, customer success, or a related field
• Proven success managing a book of business and delivering results in a technology or SaaS environment
• Familiarity with Mid-Market, Top SMB, or Enterprise customer segments is preferred
• Exceptional communication, presentation, and influencing skills, with a proven ability to build trust and drive outcomes
• An entrepreneurial mindset with a comfort level navigating ambiguity and adapting to change
• Strong organizational skills and the ability to thrive in a fast-paced environment
• Ability to travel up to 10% within your assigned region

Desirable

• The International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed
• As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers
• They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results
• As an International CSM, you will join a fast-growing global team operating in three key markets, with ambitious plans for expansion
• You’ll thrive in an environment that requires agility, flexibility, and creativity
• This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success
• You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base
• Develop and maintain multi-level relationships with customers and internal stakeholders to ensure alignment and success
• Serve as the main point of contact for customers across both corporate and field levels
• Update and maintain customer records in Salesforce, ensuring data accuracy
• Manage escalations to resolution by collaborating with cross-functional teams
• Facilitate regular communication touch points with customers to build trust and strengthen relationships
• Deliver strategic business reviews (SBRs) to align on goals, share insights, and identify opportunities for growth
• Become a trusted advisor by demonstrating a deep understanding of the Toast product suite and its benefits for restaurants
• Proactively drive activation and adoption of Toast modules by leveraging data, marketing strategies, and targeted recommendations
• Provide thought leadership on restaurant technology trends and innovations
• Collaborate with Marketing to uncover customer success stories and build a network of advocates
• Understand how Toast integrates with third-party solutions and provide actionable suggestions to optimize their use
• Retain and grow SaaS revenue by identifying customer needs and recommending tailored product solutions
• Lead growth initiatives within your portfolio by conducting SBRs, introducing new products, and driving adoption of additional modules
• Support GTM (go-to-market) efforts by providing customer references and facilitating case studies
• Partner with customers to identify opportunities for increased ROI, focusing on both retention and expansion
• Provide regular voice-of-customer (VOC) feedback and product enhancement suggestions to Toast’s Product team
• Develop business cases for custom solutions to meet the needs of high-ARR customers
• Continuously assess the customer journey and collaborate with internal teams to deliver a seamless experience
• Build cross-functional partnerships to ensure customers receive world-class support and proactive engagement
• Utilize a “digital touch” Customer Success approach to engage and support customers efficiently and effectively through scalable solutions
• Leverage remote tools and strategies to provide high-impact support, ensuring customers feel valued and connected even when in-person interactions are not possible