Customer Success Manager II, SMB - Account Strategy

Toast•Boston, MA

17h•Hybrid

About The Position

The Customer Success Manager (CSM) II, SMB – Account Strategy role sits at the heart of Toast's customer retention strategy. This team engages directly with customers in real-time to understand their needs, demonstrate the value of the Toast platform, and ensure every customer has the opportunity to thrive with Toast. In this highly visible role, you will lead consultative retention conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurants find every reason to continue growing with Toast. This is a high-volume, inbound and outbound engagement position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy. Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to retention, customer outcomes, and long-term growth on Toast.

Requirements

2+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes
Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time
Comfort navigating high-stakes, complex customer conversations with confidence and professionalism
Strong objection handling, negotiation, and influencing skills, especially in live customer conversations
Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment
Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making
Strong phone presence with excellent communication, presentation, and written skills
Self-starter with the ability to quickly assess complex scenarios and drive toward resolution

Nice To Haves

Experience in account management, customer care, or churn prevention roles
Payments or credit card processing knowledge
Experience working in SaaS or tech environments
Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack
Hospitality experience

Responsibilities

Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time to understand their needs and ensure they are set up for long-term success on Toast
Lead consultative, value-based retention conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform
Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations
Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast
Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting
Leverage data, account insights, and internal tools to inform retention strategies and real-time decision-making
Act as the voice of the customer, surfacing insights and competitive trends to internal partners and leadership to continuously improve the customer experience
Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences
Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths