Senior Customer Success Manager I, RMM

Toast is hiring a Senior Customer Success Manager to manage strategic partnerships and drive customer outcomes, product adoption, retention, and account growth. The role owns a regional mid-market book of business and coordinates with internal teams to address customer needs, reduce churn risk, and identify expansion opportunities.

Responsibilities:

• Build multi-threaded relationships with the customer’s owners, executives, and decision-makers, not just the day-to-day contact, and bring in Toast execs as needed
• Retain and grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Drive activation and adoption across Toast product suite by tying adoption to the customer’s business goals, not just module usage, using data to spot risk and growth early, and leveraging 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
• Lead Strategic Business Reviews built around the customer’s goals, challenges, and trends with senior leaders in the room, ending in decisions and a mutual action plan

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
• 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