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.

5+ 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

Senior Customer Success Manager, ENT

Key skills