Sr. Customer Success Manager I, SMB – Account Strategy

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. The Sr. CSM I – Account Strategy role involves leading consultative conversations, navigating contract discussions, and leveraging Toast's product suite to support restaurant customers in their growth and success.

Responsibilities:

• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time
• Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform
• Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations
• Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast
• Act as the voice of the customer, surfacing feedback to internal partners and leadership to continuously improve the experience
• Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting
• Leverage data, account insights, and internal tools to inform account strategies and real-time decision-making
• Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences
• Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths

Requirements:

• 5+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes; BDR (Business Development Representative) or Account Management experience
• Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time
• Demonstrated ability to build trust and navigate complex conversations with customers
• Strong objection handling, negotiation, and influencing skills, especially in live customer conversations
• Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment
• Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making
• Strong phone presence with excellent communication, presentation, and written skills
• Self-starter with the ability to quickly assess complex scenarios and drive toward resolution
• Hospitality or restaurant industry experience
• Payments or credit card processing knowledge
• Experience working in SaaS or tech environments
• Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack