(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, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s 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 https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

#LI-DNI

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$96,000—$96,000 USD

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The 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 in-person 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: https://careers.toasttab.com/locations-toast.

Apply 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 [email protected].

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For roles in the United States, It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.