Customer Success Manager, Retail - Dedicated

Toast creates technology that helps restaurants and local businesses succeed in a digital world. The Customer Success Manager will serve as the main point of contact and trusted advisor for retail customers, driving product adoption, satisfaction, referrals, retention, and revenue growth while collaborating with cross-functional teams.

Responsibilities:

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Sales, Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners and providing regular feedback
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)

Requirements:

• Must be located in EST or CST timezone
• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills
• Flexibility & adaptability
• Problem solving mindset, ability to think critically
• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack