Restaurant Success Manager, Toast

• We are seeking an individual who is flexible, adaptable, and motivated by change
• 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

• As a Restaurant 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
• 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
• The Regionalized SMB team operates in a highly cross-functional role responsible for a regionally based book of business of our most influential & highest revenue SMB customers
• These RSMs will be located in-market or within driving distance of specific geographic regions
• They will be hyper-focused on helping customers navigate Toast early in their customer journey
• From booking to Go-live to post onboarding, the RSM will play a vital role in building customer loyalty and maintaining customer retention
• This is not your average CSM or Account Manager role; in joining this team, you will be part of building a scaled Customer Success model
• Composed of multiple teams, the Scaled RS team is evolving to better the customer experience
• Up to 20% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations
• Partner with the Scaled Restaurant Success team to manage customer requests with efficiency and proper prioritization
• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Pro 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 Guest & POS modules & have a working knowledge of partners, Employee Cloud & XtraChef
• 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