Manager, Customer Success, SMB - Dedicated
Manager, Customer Success, SMB - Dedicated
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Job Description
Toast is driven by building the allinone restaurant platform that helps restaurants operate their business increase sales engage guests and keep employees happy.
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 highperforming professionals to exceed their goals. You bring high levels of empathy business acumen and technical aptitude. You are solutionoriented 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. They will be inmarket across multiple cities and represent Customer Success to Toasts most influential highest revenue SMB customers. And in tight collaboration with our Sales and Onboarding teams your team will be responsible for helping customers successfully navigate the golive process and get the most value from the Toast platform.
If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses during these unprecedented times then this is the role for you!
About this roll* (Responsibilities)
- Manage a team of 68 CSMs to provide the bestinclass customer experience while exceeding growth and retention goals.
- Work closely with crossfunctional partners in New Business Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional growth.
- Work closely with crossfunctional partners in Product Care Education and Pro Services to drive the highest levels of customer success throughout the postlive customer journey.
- Build iterate and streamline playbooks processes and workflows.
- Develop and implement innovative ways to work smarter and scale the team.
- Manage the use of Salesforce and all related applications across all team members.
- Implement and improve reports dashboards automated emails surveys and more.
- 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 crossfunctional 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 executionoriented
- Ability to effectively operate both strategically and tactically
Special Sauce* (Nonessential 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 puns encouraged but not required
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 ingredientwhen they thrive we 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 inperson 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: 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 .
Required Experience:
Manager
Employment Type
Full Time
