Sr. Customer Success Manager II, ENT

Toast

4d•$105,000 - $140,000•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. 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 expectations of corporate teams and C-suite executives.
Success operating independently and navigating competing priorities in a constantly changing environment
General technical proficiency using software
Proven track record of success in meeting and exceeding goals
Excellent communication, organizational, and influencing skills

Nice To Haves

Experience providing technology or SaaS solutions to a client base
Restaurant experience
Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Responsibilities

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.
Collaborate cross-functionally with Sales, Product, Marketing, and Operations to remove friction, close feedback loops, and escalate customer challenges to resolution.