Manager, SMB Customer Success Account Strategy Team

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Manager, SMB - Account Strategy will lead a team of Customer Success Managers, focusing on coaching, driving performance, and ensuring customer retention.

Responsibilities:

• Lead, coach, and develop a team of Account Strategy CSM II team members handling high-volume inbound and outbound customer interactions
• Drive day-to-day team performance against key goals including retention outcomes, service level adherence, call quality, and customer experience
• Provide regular coaching and feedback to improve consultative skills, objection handling, pricing conversations, negotiation, and overall phone presence
• Conduct call reviews, performance check-ins, and development conversations to help team members grow and consistently perform at a high level
• Support team members in navigating complex or escalated customer situations, stepping in as needed to help drive the best outcome for the customer and the business
• Reinforce strong operational discipline across call handling, case management, documentation, follow-up, and data hygiene
• Use dashboards, account context, and team metrics to identify trends, coach to performance, and continuously improve team execution
• Manage queue health, interaction volume, and day-to-day prioritization to ensure strong service level adherence and team productivity
• Partner with internal teams including Sales, Support, Product, and Finance to resolve customer needs, drive retention outcomes, and escalate blockers when appropriate
• Surface recurring customer insights, trends, and competitive feedback to leadership to help identify enablement opportunities, improve processes and the overall customer experience
• Participate in hiring, onboarding, and ramping new team members, helping build a high-performing and values-aligned team
• Foster an inclusive, accountable, and supportive team environment grounded in Toast values and focused on customer success

Requirements:

• 5+ years of experience in Customer Success, Account Management, Retention, or a related customer-facing function
• Prior people leadership experience, or strong experience coaching and developing others in a team-based environment
• Experience working in a high-volume, queue- or case-based customer interaction environment with adherence to service levels
• Strong coaching skills with the ability to improve team member performance through feedback, observation, and development planning
• Comfort navigating complex, high-stakes customer scenarios with professionalism and sound judgment
• Strong objection handling, negotiation, and influencing skills
• Data-driven mindset with comfort using team and account insights to inform decisions and coaching
• Strong communication, organization, and prioritization skills in a fast-paced environment
• Ability to hold team members accountable while building trust, engagement, and consistency across the team
• Experience leading or supporting teams focused on retention, renewals, or complex customer conversations
• Experience in SaaS, fintech, payments, or restaurant technology
• Familiarity with pricing, contract, and payments conversations
• Experience using Salesforce, Five9, Hex, Chili Piper, Google Workspace, and Slack
• Hospitality experience
• Track record of improving team performance through coaching, process discipline, and metric-based management