Customer Success Manager, Toast
Payroll
$59-122k
Salary dependent on candidates location
Point of sale and management system for restaurants
Posted today
Point of sale and management system for restaurants
1001+ employees
Posted today
$59-122k
Salary dependent on candidates location
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
- Expert knowledge of B2B Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
- Significant experience within Payroll and Tax Operations in a customer facing role
- Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
- Success operating independently and navigating competing priorities in a constantly changing environment
- General technical proficiency using a variety of software
- Proven track record of success in meeting and exceeding goals
- Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
- Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
- Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
- Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment
Desirable
- FCP or CPP credentials
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Work or equivalent experience in Project Management role
- Experience working in the tech industry or for a SAAS company
- Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack
What the job involves
- Build trust through high-touch, live video interactions across all lifecycle stages
- Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions through consultative strategies
- Synthesize client feedback, pain points, and product usage to advocate for customer needs with leadership and internal teams
- Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations
- Project-manage intricate technical issues to full resolution alongside cross-functional partners
- Analyze tech stacks and workflows to recommend continuous payroll process improvements for clients and internal teams
- Monitor product usage data to deliver targeted presentations, education, and trainings that drive adoption
- Simplify complex technical messaging to ensure customers realize the full value of the service offering
- Leverage AI and internal tools to optimize daily workflows and scale customer support efforts
- Maintain strict administrative rigor through CRM data entry, calendar management, and accurate reporting
- Continuously expand domain and product knowledge to stay ahead of industry standards
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 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 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
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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