Manager, SMB Customer Success Account Strategy Team

Toast•Boston, MA

12h•Hybrid

About The Position

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The Manager, SMB - Account Strategy is a frontline people leader responsible for leading a team of Customer Success Managers (CSM) Account Strategy members who engage 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 service to account and revenue retention. In this highly visible role, you will focus on coaching individual contributors, driving day-to-day execution, and reinforcing operational excellence across a high-volume, inbound and outbound engagement environment. You will use performance data, call observations, and customer insights to continuously improve team effectiveness, while partnering with cross-functional stakeholders to remove blockers and drive strong customer outcomes. Success in this role comes from building a strong team culture, developing talent, and delivering consistent results through others. 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 revenue retention, customer outcomes, and long-term growth on Toast.

Requirements

5+ years of experience in Customer Success, Account Management, Retention, or a related customer-facing function
Prior people leadership experience, or strong experience coaching and developing others in a team-based environment
Experience working in a high-volume, queue- or case-based customer interaction environment with adherence to service levels
Strong coaching skills with the ability to improve team member performance through feedback, observation, and development planning
Comfort navigating complex, high-stakes customer scenarios with professionalism and sound judgment
Strong objection handling, negotiation, and influencing skills
Data-driven mindset with comfort using team and account insights to inform decisions and coaching
Strong communication, organization, and prioritization skills in a fast-paced environment
Ability to hold team members accountable while building trust, engagement, and consistency across the team

Nice To Haves

Experience leading or supporting teams focused on retention, renewals, or complex customer conversations
Experience in SaaS, fintech, payments, or restaurant technology
Familiarity with pricing, contract, and payments conversations
Experience using Salesforce, Five9, Hex, Chili Piper, Google Workspace, and Slack
Hospitality experience
Track record of improving team performance through coaching, process discipline, and metric-based management

Responsibilities

Lead, coach, and develop a team of Account Strategy CSM II team members handling high-volume inbound and outbound customer interactions
Drive day-to-day team performance against key goals including retention outcomes, service level adherence, call quality, and customer experience
Provide regular coaching and feedback to improve consultative skills, objection handling, pricing conversations, negotiation, and overall phone presence
Conduct call reviews, performance check-ins, and development conversations to help team members grow and consistently perform at a high level
Support team members in navigating complex or escalated customer situations, stepping in as needed to help drive the best outcome for the customer and the business
Reinforce strong operational discipline across call handling, case management, documentation, follow-up, and data hygiene
Use dashboards, account context, and team metrics to identify trends, coach to performance, and continuously improve team execution
Manage queue health, interaction volume, and day-to-day prioritization to ensure strong service level adherence and team productivity
Partner with internal teams including Sales, Support, Product, and Finance to resolve customer needs, drive retention outcomes, and escalate blockers when appropriate
Surface recurring customer insights, trends, and competitive feedback to leadership to help identify enablement opportunities, improve processes and the overall customer experience
Participate in hiring, onboarding, and ramping new team members, helping build a high-performing and values-aligned team
Foster an inclusive, accountable, and supportive team environment grounded in Toast values and focused on customer success