Toast creates technology to help restaurants and local businesses succeed in a digital world. As a Manager of Payroll Success, you will lead a team of Customer Success Managers, focusing on enhancing customer experience and driving value for payroll customers through effective management and process improvement.
Responsibilities:
- Manage a team of 8 or more PSMs (Payroll Success Managers) to provide the best-in-class customer experience while exceeding growth and retention goals
- Work closely with cross-functional partners to ensure proper alignment on pursuing opportunities towards topline OKRs
- Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey and retain our most valuable payroll customers
- Report on team and customer trends with a focus on product usage and opportunities and overall customer sentiment and feedback
- Build, iterate and streamline playbooks, processes and workflows
- Develop and implement innovative ways to work smarter and scale the team
- Constantly identify new and improved ways to deliver delight across customers
- Act as a point of escalation for customer concerns and acute issues
- Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment
Requirements:
- 5+ years in Customer Success or Account Management in the SaaS industry
- 2+ years experience successfully managing high-performing teams of customer success managers, account managers, sales reps, care reps, or onboarding consultants in the payroll or technology industry
- Expert knowledge of Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
- Significant knowledge of the Payroll, Tax and HR industry standards
- Experience managing programs or large process improvement projects
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
- Consulting experience, especially in the hospitality industry
- Toast Product knowledge
- Experience launching new service models