Customer Success Manager II

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

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

As a Customer Success Manager (CSM) you bring that mission to life. You will serve as the trusted advisor and main point of contact for our customers helping them maximize the value of Toast. By building strong relationships understanding their goals and guiding them through best practices you will drive adoption satisfaction and long-term success. To thrive in this role youll need to be flexible customer-obsessed and energized by the opportunity to help restaurants grow in a dynamic evolving market.

As our first CSM in Quebec you will also play a foundational role in establishing Toasts presence in this new market. This means shaping our approach to customer success in a bilingual environment building the foundation for long-term growth and partnering closely with Canadian and global teams to drive adoption and expansion across a growing customer base.

This is a remote role located in Quebec. We are seeking a candidate who currently lives in Quebec and can travel within the province to support customers.

About this roll* (Responsibilities)

• Build relationships with customers facilitate regular cadence of communications and maintain daily database entries through Salesforce
• Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies
• Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience
• Partner with internal leadership teams to own customer escalations to resolution provide regular Voice of Customer feedback and facilitate customer references/referrals
• Deliver cadenced strategic business reviews focused on sharing business plans identifying customer insights and addressing areas of strength and improvements

Do you have the right ingredients* (Requirements)

• Fluency in French and English (written and spoken) is required.
• 2 years of Account Management experience or Customer Success experience at a SaaS company responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication organizational and influencing skills
• Willingness to travel (40%) within Quebec and occasionally to other Canadian provinces for customer engagement and team collaboration.

Special Sauce* (Non-essential Skills/Nice to Haves)

• 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 with Salesforce CRM MS Office G-Suite and Slack

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