Customer Success Manager, Toast

• 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 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
• 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 SMB CSS 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 CSMs will be located in specific geographic regions
• They will be hyper-focused on helping customers navigate Toast early in their customer journey
• This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model
• Composed of multiple teams, the Scaled CS team is evolving to better the customer experience
• We are seeking an individual who is flexible, adaptable, and motivated by change
• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional 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 Toast POS modules & have a working knowledge of our partner landscape
• 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
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)