Senior Customer Success Manager II - Enterprise

Toast•Arlington, VA

3h•Hybrid

About The Position

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. Bready to make a change? As a Senior Customer Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals, and customer retention. To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments! The Enterprise (ENT) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 500+ locations. As a Customer Success Manager, you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).

Requirements

8+ years account management experience
Mid-Market or Enterprise customer management experience
Strong leadership, teamwork, and cross-departmental collaboration skills
Strong communication and presentation skills that meet the expectations of corporate teams and C-suite executives.
Success operating independently and navigating competing priorities in a constantly changing environment
Working knowledge of Property Management Systems (PMS) used in hospitality environments (e.g., Opera Cloud, OnQ, Pep, Lightspeed, Stay), with the ability to quickly adapt to new platforms.
General technical proficiency using software
Proven track record of success in meeting and exceeding goals
Excellent communication, organizational, and influencing skills

Nice To Haves

Strong understanding of POS systems, integrations, and Hotel F&B + guest services operations workflows
Experience providing technology or SaaS solutions to a client base
Experience managing customers in Mid-Market, Top SMB, or Enterprise segments
Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Responsibilities

This role is expected to conduct 3–4 onsite customer visits per month within the DMV region.
Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies
Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers.
Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities.
Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy.
Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow.
Cross functional management: Coordinate across internal teams to help our customers solve their challenges and identify scalable solutions for sales and profitability growth

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