Key skills
Account managementCustomer managementProject managementTechnical proficiencySalesforce CRMInfluencing skillsRestaurant experienceMS OfficeG-SuiteSlackLeadership skillsTeamwork skillsCommunication skillsPresentation skillsOrganizational skillsCollaboration skillsCSaaSSalesforceCRMLeadershipProject ManagementCommunicationCollaborationPresentation SkillsCustomer SuccessAccount ManagementSales
About this role
Toast is driven by building the restaurant platform that helps restaurants adapt and take control. As a Senior Customer Success Manager, you will serve as the customer's main point of contact, driving product adoption, satisfaction, and retention across a regionally based book of business.
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
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
- Experience providing technology or SaaS solutions to a client base
- Restaurant experience
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack