Customer Success Manager

At Toast, we’re on a mission to help restaurants thrive by delivering technology that meets their needs today and empowers their future success. We have built an industry leading restaurant POS platform that allows businesses to adapt, take control, and focus on what they love: creating amazing dining experiences. Because our technology is purpose-built for restaurants by restaurant people, we understand the unique challenges of the industry and are committed to powering the restaurant of the future.

Bready to make a change?*

The International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed. As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers. They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results.

As an International CSM, you will join a fast-growing global team operating in three key markets, with ambitious plans for expansion. You’ll thrive in an environment that requires agility, flexibility, and creativity. This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success. You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base.

About this roll*:

Relationship Builder

• Develop and maintain multi-level relationships with customers and internal stakeholders to ensure alignment and success.
• Serve as the main point of contact for customers across both corporate and field levels.
• Update and maintain customer records in Salesforce, ensuring data accuracy.
• Manage escalations to resolution by collaborating with cross-functional teams.
• Facilitate regular communication touch points with customers to build trust and strengthen relationships.
• Deliver strategic business reviews (SBRs) to align on goals, share insights, and identify opportunities for growth.

Product Expert

• Become a trusted advisor by demonstrating a deep understanding of the Toast product suite and its benefits for restaurants.
• Proactively drive activation and adoption of Toast modules by leveraging data, marketing strategies, and targeted recommendations.
• Provide thought leadership on restaurant technology trends and innovations.
• Collaborate with Marketing to uncover customer success stories and build a network of advocates.
• Understand how Toast integrates with third-party solutions and provide actionable suggestions to optimize their use.

Revenue Generator

• Retain and grow SaaS revenue by identifying customer needs and recommending tailored product solutions.
• Lead growth initiatives within your portfolio by conducting SBRs, introducing new products, and driving adoption of additional modules.
• Support GTM (go-to-market) efforts by providing customer references and facilitating case studies.
• Partner with customers to identify opportunities for increased ROI, focusing on both retention and expansion.

Customer Advocate

• Provide regular voice-of-customer (VOC) feedback and product enhancement suggestions to Toast’s Product team.
• Develop business cases for custom solutions to meet the needs of high-ARR customers.
• Continuously assess the customer journey and collaborate with internal teams to deliver a seamless experience.
• Build cross-functional partnerships to ensure customers receive world-class support and proactive engagement.

Digital Engagement and Remote Support

• Utilize a “digital touch” Customer Success approach to engage and support customers efficiently and effectively through scalable solutions.
• Leverage remote tools and strategies to provide high-impact support, ensuring customers feel valued and connected even when in-person interactions are not possible.

Do you have the right ingredients?

• 4+ years of experience in account management, customer success, or a related field.
• Proven success managing a book of business and delivering results in a technology or SaaS environment.
• Exceptional communication, presentation, and influencing skills, with a proven ability to build trust and drive outcomes.
• An entrepreneurial mindset with a comfort level navigating ambiguity and adapting to change.
• Strong organizational skills and the ability to thrive in a fast-paced environment.
• Ability to travel approximately 40% within your assigned region. 

Special Sauce* (Nice to haves)

• Experience in the restaurant industry is a strong plus.
• Proficiency with MS Office, G-Suite, Slack, and Salesforce.

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

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