Customer Success Manager

At Toast were on a mission to help restaurants thrive by delivering technology that meets their needs today and empowers their future success. We have built an industry leading restaurant POS platform that allows businesses to adapt take control and focus on what they love: creating amazing dining experiences. Because our technology is purposebuilt for restaurants by restaurant people we understand the unique challenges of the industry and are committed to powering the restaurant of the future.

Bready to make a change*

The International Customer Success Manager (CSM) plays a critical role in delivering Toasts promise of helping restaurants succeed. As a part of the Customer Success team CSMs foster trust happiness and growth across a diverse portfolio of customers. They focus on retention expansion and advocacy while driving adoption of Toasts product suite and delivering meaningful measurable results.

As an International CSM you will join a fastgrowing global team operating in three key markets with ambitious plans for expansion. Youll thrive in an environment that requires agility flexibility and creativity. This highly crossfunctional role will challenge you to embrace a hospitality mindset deeply understand customer goals and translate them into strategic recommendations that drive product adoption satisfaction and longterm success. Youll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base.

About this roll*:

Relationship Builder

• Develop and maintain multilevel relationships with customers and internal stakeholders to ensure alignment and success.
• Serve as the main point of contact for customers across both corporate and field levels.
• Update and maintain customer records in Salesforce ensuring data accuracy.
• Manage escalations to resolution by collaborating with crossfunctional teams.
• Facilitate regular communication touch points with customers to build trust and strengthen relationships.
• Deliver strategic business reviews (SBRs) to align on goals share insights and identify opportunities for growth.

Product Expert

• Become a trusted advisor by demonstrating a deep understanding of the Toast product suite and its benefits for restaurants.
• Proactively drive activation and adoption of Toast modules by leveraging data marketing strategies and targeted recommendations.
• Provide thought leadership on restaurant technology trends and innovations.
• Collaborate with Marketing to uncover customer success stories and build a network of advocates.
• Understand how Toast integrates with thirdparty solutions and provide actionable suggestions to optimize their use.

Revenue Generator

• Retain and grow SaaS revenue by identifying customer needs and recommending tailored product solutions.
• Lead growth initiatives within your portfolio by conducting SBRs introducing new products and driving adoption of additional modules.
• Support GTM (gotomarket) efforts by providing customer references and facilitating case studies.
• Partner with customers to identify opportunities for increased ROI focusing on both retention and expansion.

Customer Advocate

• Provide regular voiceofcustomer (VOC) feedback and product enhancement suggestions to Toasts Product team.
• Develop business cases for custom solutions to meet the needs of highARR customers.
• Continuously assess the customer journey and collaborate with internal teams to deliver a seamless experience.
• Build crossfunctional partnerships to ensure customers receive worldclass support and proactive engagement.

Digital Engagement and Remote Support

• Utilize a digital touch Customer Success approach to engage and support customers efficiently and effectively through scalable solutions.
• Leverage remote tools and strategies to provide highimpact support ensuring customers feel valued and connected even when inperson interactions are not possible.

Do you have the right ingredients

• 4 years of experience in account management customer success or a related field
• Proven success managing a book of business and delivering results in a technology or SaaS environment.
• Familiarity with MidMarket Top SMB or Enterprise customer segments is preferred.
• Exceptional communication presentation and influencing skills with a proven ability to build trust and drive outcomes.
• An entrepreneurial mindset with a comfort level navigating ambiguity and adapting to change.
• Strong organizational skills and the ability to thrive in a fastpaced environment.
• Ability to travel up to 10 within your assigned region.

Special Sauce* (Nice to haves)

• Bilingual French/English speaking highly advantageous.
• Experience in the restaurant industry is a strong plus.
• Proficiency with MS Office GSuite Slack and Salesforce.

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/toastbenefits.

*Bread puns encouraged but not required

#LIREMOTE