Sr. Customer Success Manager II, RMM

Toast creates technology to help restaurants and local businesses succeed in a digital world. They are seeking a Senior Customer Success Manager II to manage complex mid-market accounts, acting as a strategic safeguard for high-risk corporate relationships and facilitating communication between clients and engineering teams.

Responsibilities:

• Master Complex Escalations: Act as the final point of contact for high-risk corporate accounts. Step into accounts struggling under standard management to stabilize relationships and restore client confidence
• Technical Interpretation & Translation: Act as the bridge between engineering and the client. Digest complex technical details, system behavior, and engineering tickets, then articulate status updates and resolutions back to customers clearly
• Rigorous Project Management: Own cross-functional tracking for major account rollouts, technical overhauls, or complex product issues. Build project trackers and drive internal accountability across departments
• Strategic Advisory: Manage a slower-ramp, high-touch book of business focused on tier-1 accounts, ensuring deep technical alignment and measurable ROI
• Change Leadership: Serve as a foundational anchor on the team. Help drive clarity and execution during company reorgs, book reallocations, or operational changes, maintaining an exceptionally high standard for performance

Requirements:

• 8+ Years of SaaS Account Management: Experience managing a multi-million dollar corporate book ($6.5M+ ARR footprint) with highly complex, enterprise-level accounts
• Advanced Technical & Analytical Aptitude: High comfort level diving into technical infrastructure, APIs, integrations, or engineering tickets to identify client friction points
• Elite Crisis Management: A proven track record of successfully de-escalating volatile customer situations at the executive level. You are comfortable being the 'last line of defense' for a business relationship
• Strong Project Management: Exceptional organizational skills with experience tracking multi-variable initiatives across product, engineering, and support teams
• Executive Presence: Masterful communication skills, with the ability to stand toe-to-toe with C-suite executives and deliver concise, data-backed updates
• Methodical Training: Formal project management certifications (PMP, Agile, Scrum) or specialized technical account management training
• Restaurant/Tech Expertise: Deep familiarity with POS ecosystems, restaurant tech stack integrations, or hospitality SaaS