About the position
As a Customer Success Manager at Toast, you will serve as the main point of contact and trusted advisor for our customers, driving a variety of customer-driven initiatives. Your role will involve building strong relationships, understanding customer goals, and translating them into strategic recommendations that enhance product adoption, satisfaction, referrals, and retention. The SMB CSS team operates in a highly cross-functional capacity, managing a regionally based book of business for our most influential and highest revenue SMB customers. This position is not your average CSM role; you will be part of a team focused on building a scaled Customer Success model to improve the customer experience. We are looking for someone who is flexible, adaptable, and motivated by change.
Responsibilities
- Work closely with cross-functional partners in New Business Sales, Onboarding, and Growth Sales Leadership to ensure alignment on revenue growth opportunities.
- Collaborate with Product, BizOps, Care, Education, and Professional Services to drive customer success throughout the customer journey.
- Build relationships and trust with customers to drive the customer flywheel and increase referral opportunities.
- Retain and grow SaaS revenue through consultative engagements and tailored product recommendations.
- Drive activation and adoption across the Toast product suite by analyzing product usage and facilitating trainings.
- Navigate all Toast POS modules and have a working knowledge of our partner landscape.
- Facilitate customer demos, troubleshoot basic POS functions, and ensure customers maximize their use of Toast.
- Ask discovery questions to uncover growth opportunities, referrals, and location expansion.
- Look for opportunities to operate at scale, collaborating with cross-functional partners.
- Travel up to 10% locally for customer site visits, including pre-live meet & greets and post-live technical consultations.
Requirements
- 2+ years of Account Management, Sales, or equivalent experience focused on customer satisfaction and business operations.
- Ability to operate independently and manage competing priorities in a dynamic environment.
- High technical aptitude for quick learning and adoption of technical concepts.
- Proven track record of meeting and exceeding goals.
- Excellent communication, organizational, and influencing skills.
- Flexibility and adaptability in approach.
- Problem-solving mindset with critical thinking abilities.
Nice-to-haves
- 1+ years of experience using POS software, ideally in the service industry.
- Experience in the tech industry or with a SaaS company.
- Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack.
Benefits
- Competitive compensation and benefits programs.
- Flexible benefits to meet changing needs of employees.
