Sr. Manager Customer Success I, RMM

Toast

1d•$90,000 - $120,000•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 I, you’ll be the main strategic advisor and "quarterback" for a regional book of business. You will personally look after 25–35 corporate accounts, where each client represents a multi-location restaurant brand ranging from 16–50 locations. This is a highly proactive, relationship-driven role. You will partner with everyone from on-the-ground restaurant operators to corporate executives and founders. Your main focus is simple: help your clients fully adopt our platform, protect them from leaving for competitors, and unlock revenue growth across your entire portfolio.

Requirements

6+ Years of SaaS Account Management: Experience owning a corporate book of 25–35 accounts with a multi-million dollar revenue footprint.
Executive Presence: Excellent presentation skills and a natural ability to speak clearly and concisely to busy, fast-moving executives.
Strategic Problem Solving: A history of solving client problems through creative business solutions, rather than just passing the buck or opening an internal ticket and waiting.
Commercial Experience: Real accountability for holding onto revenue, managing renewals, or driving expansion goals with external clients.

Nice To Haves

Background working directly in the restaurant industry, hospitality, or restaurant tech space.
High comfort level with Salesforce, G-Suite, and using tools (including modern AI workflows) to speed up your daily administrative tasks.
Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Responsibilities

Use data to objectively prioritize high-value clients and protect recurring revenue.
Run high-impact business reviews with C-suite executives, mapping Toast’s products directly to their long-term growth and ROI.
Keep your clients happy and on board while spotting natural opportunities to introduce new features that solve their business challenges.
Dig into usage data and account health scores to show clients the exact, measurable value they are getting from Toast.
Team up with Product and Leadership to quickly resolve complex client issues, bringing the "Voice of the Customer" back to our internal teams.
Keep Salesforce up to date so your portfolio runs smoothly and efficiently.