Manager, Customer Success, SMB - Dedicated

Toast is driven by building the all-in-one 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 high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented 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 in-market across multiple cities and represent Customer Success to Toast’s 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 go-live 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 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.
• Work closely with cross-functional partners in New Business, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional growth.
• Work closely with cross-functional partners in Product, Care, Education and Pro Services to drive the highest levels of customer success throughout the post-live 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 cross-functional 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 execution-oriented
• Ability to effectively operate both strategically and tactically

Special Sauce* (Non-essential 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 https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required