Director, Enterprise Customer Success

Toast

1d • $138,000 - $283,000 • Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Director, Enterprise Customer Success leads the team responsible for Toast’s largest and most complex customers—brands operating 500 or more locations, with relationships spanning corporate stakeholders, franchise networks, and multi-year rollout programs. The role owns the health, retention, and growth of this customer portfolio and leads the managers and teams responsible for delivering those outcomes.

This is a builder’s role with an increasingly global scope. As major brands expand internationally, the Director will architect an Enterprise Customer Success model that scales across markets. The position shapes how Toast serves upmarket customers at scale, reports to the Senior Director of Customer Success, and is a member of the Customer Success leadership team. It works closely with Sales, Care, Product, and Onboarding and includes executive-level customer engagement, operational leadership, and team development. Travel is required as needed for customer site visits and executive engagements, including international travel as the global portfolio grows.

Requirements

• 10 or more years of customer success, account management, or revenue leadership experience.
• At least 5 years leading teams in a SaaS or technology environment.
• Experience as a second-line leader, including managing managers, developing leadership bench strength, and conducting performance management with rigor and care.
• Proven ownership of retention and growth targets for an enterprise or strategic customer segment.
• Executive presence and a track record of building durable relationships with C-suite and corporate stakeholders at large, complex customers.
• Experience building or leading customer success for a global or multi-region enterprise portfolio, including designing coverage models for customers operating across international markets.
• Strong operational skills, including building systems and cadences and using data to make decisions.
• Experience navigating ambiguity and change, including organizational transitions, team integrations, or coverage planning.
• Excellent communication, organizational, and influencing skills.

Nice To Haves

• Restaurant, hospitality, or multi-unit retail industry experience.
• Experience integrating new teams or functions into an existing organization and leading through structural change.
• Familiarity with AI-enabled Customer Success workflows and tooling.
• Experience with Salesforce CRM and modern Customer Success platforms.
• Experience supporting franchise or multi-brand organizations expanding into new international markets.

Responsibilities

• Own Enterprise segment revenue outcomes, including net revenue retention, churn mitigation, and expansion across a portfolio of Toast’s largest customers.
• Build and develop a high-performing team of managers and their Customer Success Managers; set vision, strategy, and performance standards, and coach leaders.
• Design and lead the global Enterprise Customer Success coverage model as Toast expands internationally, establishing regional coverage, escalation, and delivery patterns.
• Provide strategic leadership and shape how the post-live customer success model scales for a rapidly growing business unit.
• Serve as executive sponsor and senior escalation point for high-visibility accounts, building trusted relationships with corporate stakeholders at major restaurant, hotel, and sports and entertainment brands.
• Establish operational systems and cadences for account planning, QBRs and strategic business reviews, renewal risk management, and escalation resolution.
• Partner with Sales, Care, Onboarding, and Product to advocate for Enterprise customer needs and address experience gaps.
• Use data to manage capacity and coverage models, health scoring, risk forecasting, and team performance metrics.
• Build a trusting, collaborative, high-performance environment and act as an ambassador for Toast culture.
• Travel as needed for customer site visits and executive engagements, including international travel.

Benefits

• Competitive compensation and benefits programs.
• Cash compensation, including overtime and bonus or commissions if eligible.
• Equity.
• Benefits intended to support a healthy lifestyle and flexibility for changing needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed