Principal Product Manager, CRM

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.

Who We Are

The CRM & Guest Data team is responsible for helping restaurants deeply understand their guests and turn that knowledge into growth. Our mission is to deliver the most trusted guest data platform and CRM tools in the industry, empowering restaurants to build lasting relationships, drive demand, and optimize hospitality.

Our suite includes Guest Feedback, Insights, Segmentation, Reputation Management and more - all powered by the Guest Data Platform, a unified and holistic view of every guest. This team sits at the intersection of data, marketing, and hospitality, building products that transform information into impact.

We operate like a startup within Toast: fast-moving, customer-obsessed, and relentlessly focused on results.

About this roll* (Responsibilities)

We are looking for a high-performing Principal Product Manager to lead our CRM and Guest Data products.  The ideal candidate has an obsession with deeply understanding user needs, creating world-class products and thriving in a fast-paced, entrepreneurial environment. 

You love solving complex problems and embrace an iterative mindset. You are grounded in customer feedback, cross-functional partnership and an ability to translate customer needs and product vision into world-class experiences. And last but not least, you understand that what makes a team successful is its people, and want to foster an environment where we can all perform at our best.

This role is an incredible opportunity for a product leader who wants to build upon a strong foundation to shape the future of restaurant marketing and hospitality at scale. Responsibilities include: 

• Lead the vision, strategy, and roadmap for Toast CRM Products, including Feedback, Insights, Segmentation, and Reputation Management.
• Build the Guest Data Platform to deliver a single, accurate, and actionable view of every guest, powering experiences across the Toast platform.
• Explore and launch new tools that help restaurants reach and engage guests more effectively, guided by data and automation.
• Partner with cross-functional teams (Engineering, Design, Data Science, Marketing, Customer Success,  Sales) to define and deliver innovative, high-impact features.
• Drive deep customer empathy through interviews, testing, analytics, and insights to ensure we are solving real problems for restaurants.
• Advocate for data quality, privacy, and compliance, ensuring Toast continues to earn and maintain customer trust.
• Act as a thought leader on how data, AI, and marketing technology can transform restaurant outcomes.

Do you have the right ingredients*? (Qualities & Essential Skills)

• 8+ years of product management experience, with a track record of driving strategy, execution and impact for complex data, marketing, or CRM products.
• Experience building platforms and products at scale, ideally with SaaS, data platforms or marketing automation tools.
• Strong ability to translate data into actionable insights and customer outcomes.
• Proven leadership in influencing across teams and driving alignment in ambiguous, high-impact spaces.
• Familiarity with hospitality, marketing or CRM systems is a plus.
• Entrepreneurial mindset - you thrive in fast-paced environments, balance short-term results with long-term vision and embrace iteration.
• Excellent communication skills, with the ability to inspire teams and stakeholders around a shared mission.

AI at Toast

At Toast we’re Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

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