Manager, Customer Success - Payroll

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