Manager, Customer Success, RMM

Toast creates technology to help restaurants and local businesses succeed in a digital world. As a Manager of Customer Success, you will hire, develop, coach, and manage a team of Customer Success Managers, ensuring a high-quality customer experience and driving growth.

Responsibilities:

• Manage a team of 8-10 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals
• Exceed monthly, quarterly, and annual revenue, nps, go live, and product activation/ adoption goals
• Work closely with cross-functional partners to drive the highest levels of customer success throughout the post-live customer journey
• Develop and implement innovative ways to work smarter and scale the team
• Act as a point of escalation for restaurant customer concerns and acute issues
• Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews
• Manage the use of Salesforce.com and all related applications
• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment

Requirements:

• 8+ years in customer success or sales
• 2+ years experience successfully leading & managing teams
• Minimum four-year college degree from an accredited institution
• Extensive experience leading large cross-functional initiatives
• 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
• Hospitality background is a nice to have