Manager, Customer Success, SMB
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.
Bready* to make a change?
The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants.
As a Manager of Customer Success, you will hire, develop, coach and manage a team of Customer Success Managers. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management.
Your team is well versed in all things Toast and all parts of the customer journey. This team is focused on driving customer impact at scale & operating in a queue based format. CSMs are not assigned accounts by name, but instead oversee certain inflection points in the customer journey to help drive value towards Toast’s OKRs at scale.
If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses then this is the role for you!
About this roll* (Responsibilities)
- Manage a team of 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.
- Work closely with cross-functional partners in Care & Marketing to ensure proper alignment on pursuing opportunities towards topline OKRs.
- Work closely with cross-functional partners in Product, Education, Strategy/ Operations & Professional Services to drive the highest levels of customer success throughout the post-live customer journey.
- Build, iterate and streamline playbooks, processes and workflows.
- Develop and implement innovative ways to work smarter and scale the team.
- Constantly identify new and improved ways to deliver delight across customers.
- Act as a point of escalation for customer concerns and acute issues.
- Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.
Do you have the right ingredients*? (Requirements)
- 5+ years in Customer Success in the SaaS industry
- 2+ years experience successfully leading & managing teams or cross-functional initiatives
- Experience leading large process improvement projects
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
Special Sauce* (Non-essential Skills/Nice to Haves)
- Consulting experience, especially in the hospitality industry, is a plus
- Toast Product knowledge is a plus
Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. Here's how it works for non-field based Toasters in the U.S.:
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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