Manager of Customer Success, Toast
SMB
$95-152k
2 days a week in office
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
$95-152k
2 days a week in office
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- You take pride in your ability to lead and motivate high-performing professionals to exceed their goals
- You bring high levels of empathy, business acumen and technical aptitude
- You are solution-oriented with a history of process improvement and change management
- If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses then this is the role for you!
- 5+ years in Customer Success in the SaaS industry
- 2+ years experience successfully leading & managing teams or cross-functional initiatives
- Experience leading large process improvement projects
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
Desirable
- Consulting experience, especially in the hospitality industry, is a plus
- Toast Product knowledge is a plus
What the job involves
- The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants
- As a Manager of Customer Success, you will hire, develop, coach and manage a team of Customer Success Managers
- Your team is well versed in all things Toast and all parts of the customer journey
- This team is focused on driving customer impact at scale & operating in a queue based format
- CSMs are not assigned accounts by name, but instead oversee certain inflection points in the customer journey to help drive value towards Toast’s OKRs at scale
- Manage a team of 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals
- Work closely with cross-functional partners in Care & Marketing to ensure proper alignment on pursuing opportunities towards topline OKRs
- Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey
- Build, iterate and streamline playbooks, processes and workflows
- Develop and implement innovative ways to work smarter and scale the team
- Constantly identify new and improved ways to deliver delight across customers
- Act as a point of escalation for customer concerns and acute issues
- Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment
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
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
Fenway–Kenmore, Boston, MA
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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