SMB Customer Success Account Strategy Team Manager, Toast

• 5+ years of experience in Customer Success, Account Management, Retention, or a related customer-facing function
• Prior people leadership experience, or strong experience coaching and developing others in a team-based environment
• Experience working in a high-volume, queue- or case-based customer interaction environment with adherence to service levels
• Strong coaching skills with the ability to improve team member performance through feedback, observation, and development planning
• Comfort navigating complex, high-stakes customer scenarios with professionalism and sound judgment
• Strong objection handling, negotiation, and influencing skills
• Data-driven mindset with comfort using team and account insights to inform decisions and coaching
• Strong communication, organization, and prioritization skills in a fast-paced environment
• Ability to hold team members accountable while building trust, engagement, and consistency across the team

Desirable

• The Manager, SMB - Account Strategy is a frontline people leader responsible for leading a team of Customer Success Managers (CSM) Account Strategy members who engage directly with customers in real-time to understand their needs, demonstrate the value of the Toast platform, and ensure every customer has the opportunity to thrive with Toast in service to account and revenue retention
• In this highly visible role, you will focus on coaching individual contributors, driving day-to-day execution, and reinforcing operational excellence across a high-volume, inbound and outbound engagement environment
• You will use performance data, call observations, and customer insights to continuously improve team effectiveness, while partnering with cross-functional stakeholders to remove blockers and drive strong customer outcomes
• Success in this role comes from building a strong team culture, developing talent, and delivering consistent results through others
• Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to revenue retention, customer outcomes, and long-term growth on Toast
• Lead, coach, and develop a team of Account Strategy CSM II team members handling high-volume inbound and outbound customer interactions
• Drive day-to-day team performance against key goals including retention outcomes, service level adherence, call quality, and customer experience
• Provide regular coaching and feedback to improve consultative skills, objection handling, pricing conversations, negotiation, and overall phone presence
• Conduct call reviews, performance check-ins, and development conversations to help team members grow and consistently perform at a high level
• Support team members in navigating complex or escalated customer situations, stepping in as needed to help drive the best outcome for the customer and the business
• Reinforce strong operational discipline across call handling, case management, documentation, follow-up, and data hygiene
• Use dashboards, account context, and team metrics to identify trends, coach to performance, and continuously improve team execution
• Manage queue health, interaction volume, and day-to-day prioritization to ensure strong service level adherence and team productivity
• Partner with internal teams including Sales, Support, Product, and Finance to resolve customer needs, drive retention outcomes, and escalate blockers when appropriate
• Surface recurring customer insights, trends, and competitive feedback to leadership to help identify enablement opportunities, improve processes and the overall customer experience
• Participate in hiring, onboarding, and ramping new team members, helping build a high-performing and values-aligned team
• Foster an inclusive, accountable, and supportive team environment grounded in Toast values and focused on customer success