(Boston, MA) Sr. Customer Success Manager I, RMM

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

As a Senior Customer Success Manager Toasts way of saying an Account Manager you serve as the customers main point of contact trusted advisor and drive a wide variety of customer driven initiatives. You are a strong relationship builder understand a customers goals and priorities and translate them into strategic recommendations that will drive a high level of product adoption satisfaction referrals and customer retention. To thrive as a Customer Success Manager at Toast you are flexible a customer champion and excel in ambiguous environments!

The Regional Mid-Market (RMM) segment operates in a highly cross-functional role responsible for a regionally based book of business ranging from 16-50 locations. As a Customer Success Manager you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).

About this roll* (Responsibilities)

• Build multiple layers of relationships with the customer including Toast execs as needed and maintain daily database entries through Salesforce
• Retain 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
• Build cross-functional partnerships and collaborate closely to engage customers when necessary

Do you have the right ingredients* (Requirements)

• 6 years account management experience
• Mid-Market or Enterprise customer management experience
• Strong leadership teamwork and cross-departmental collaboration skills
• Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives.
• 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

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

• Experience providing technology or SaaS solutions to a client base
• Restaurant experience
• Experience managing customers 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

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