Customer Success Manager II, Payroll

Toast creates technology that helps restaurants and local businesses succeed in a digital world. The Customer Success Manager II, Payroll role drives customer growth, retention, adoption, renewals, and churn prevention through proactive and reactive engagements while serving as a payroll product expert and managing complex technical issues with cross-functional teams.

Responsibilities:

• Build trust through high-touch, live video interactions across all lifecycle stages
• Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions through consultative strategies
• Synthesize client feedback, pain points, and product usage to advocate for customer needs with leadership and internal teams
• Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations
• Project-manage intricate technical issues to full resolution alongside cross-functional partners
• Analyze tech stacks and workflows to recommend continuous payroll process improvements for clients and internal teams
• Monitor product usage data to deliver targeted presentations, education, and trainings that drive adoption
• Simplify complex technical messaging to ensure customers realize the full value of the service offering
• Leverage AI and internal tools to optimize daily workflows and scale customer support efforts
• Maintain strict administrative rigor through CRM data entry, calendar management, and accurate reporting
• Continuously expand domain and product knowledge to stay ahead of industry standards

Requirements:

• 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
• Expert knowledge of B2B Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions
• Significant experience within Payroll and Tax Operations in a customer facing role
• Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using a variety of software
• Proven track record of success in meeting and exceeding goals
• Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Problem solving mindset -  critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment
• FCP or CPP credentials
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Work or equivalent experience in Project Management role
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack