Customer Success Manager, Toast
1+ day a week in office
Point of sale and management system for restaurants
Be an early applicant
Point of sale and management system for restaurants
1001+ employees
Be an early applicant
1+ day a week in office
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 4+ years of Account Management experience, responsible for customer satisfaction and business operations
- 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
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
- Experience working in the tech industry or for a SAAS company
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack
What the job involves
- 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
- 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
- You can expect to spend 1 day a week onsite with customers, 1 day a week in the London office, with flexibility to also work remotely
- Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce
- Retain and grow 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
- Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
Salary benchmarks
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 a comprehensive solution for restaurants of any size, saving restaurateurs from 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 has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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 HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & 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
(Co-Founder & 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
(Co-Founder & 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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