Sr. Customer Success Manager II, ENT

Toast is a technology company focused on helping restaurants and local businesses succeed in a digital world. They are seeking a Senior Customer Success Manager who will serve as the main point of contact for customers, driving initiatives to enhance product adoption, satisfaction, and retention across a diverse portfolio of enterprise clients.

Responsibilities:

• Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies
• Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers
• Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities
• Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy
• Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow
• Collaborate cross-functionally with Sales, Product, Marketing, and Operations to remove friction, close feedback loops, and escalate customer challenges to resolution

Requirements:

• 8+ 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
• Experience providing technology or SaaS solutions to a client base
• Restaurant experience
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack