Senior Customer Success Manager, Toast
Enterprise
$114k
Point of sale and management system for restaurants
Job no longer available
Point of sale and management system for restaurants
1001+ employees
Job no longer available
$114k
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- As a Senior Customer Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives
- To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments!
- As a Senior Customer Success Manager, you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR)
- 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
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company values
- We're one team - There’s no “I” in Toast. The only way we’ll succeed is by solving problems together and sharing lessons along the way. As individuals we own our actions, support and respect each other, and embrace our differences.
- We embrace a hospitality mindset - Empathy is our default. We strive to make everyone – from employees and customers to partners and beyond – feel like they belong. We’re fiercely passionate about our community, and are devoted to their success.
- We're driven by purpose - We deliver results with integrity. Challenging work is rewarding work, and accomplishing our goals requires a mix of grit, resilience, and humor.
- We're always hungry - No problem is too big to solve if we stay hungry for innovation. The bigger the idea, the better.
- We lead with humility - Great ideas come from anywhere or anyone, regardless of tenure, title, or background. We believe your opinion matters, and that open and honest feedback is a gift. Act on it.
Company HQ
Fenway–Kenmore, Boston, MA
Articles
Leadership
Steve Fredette
(President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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