Customer Success Manager II, SMB - Dedicated

Socket.dev; North Carolina; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Toast Tab, Inc. is seeking a Customer Success Manager II - SMB Dedicated in North Carolina.

The role focuses on owning the customer relationship, driving adoption and retention for high-revenue SMB clients, and coordinating cross-functional teams to maximize revenue growth. You will partner with Sales, Product, Care and Professional Services to ensure successful onboarding and ongoing value realization, while navigating Toast POS modules and our partner ecosystem.

Qualifications

• 2+ years in Account Management, Sales or equivalent, responsible for customer satisfaction

Responsibilities

• Work closely with New Business Sales, Onboarding and Growth Sales Leadership to align on revenue growth opportunities
• Collaborate with Product, BizOps, Care, Education and Professional Services to drive customer success throughout the journey
• Build relationships and trust with customers to drive advocacy, referrals and retention
• Retain & grow SaaS revenue through consultative engagements and product recommendations
• Drive activation and adoption across Toast product suite by analyzing usage, demonstrating value and facilitating trainings
• Navigate Toast POS modules and understand our partner landscape
• Leverage product knowledge to facilitate demos and troubleshoot basic functions
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Operate at scale by collaborating with cross-functional partners
• Up to 10% travel locally for customer site visits, depending on proximity and availability

Skills

Relationship building

Communication

Cross-functional collaboration

Problem solving

Adaptability

Technical aptitude

Tools

Salesforce CRM

MS Office

G-Suite

Slack

Job description

Customer Success Manager II - SMB Dedicated

*Must be located in North Carolina*

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 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.

The SMB CSS team operates in a highly cross-functional role responsible for a regionally based book of business of our most influential & highest revenue SMB customers. These CSMs will be located in specific geographic regions. They will be hyper-focused on helping customers navigate Toast early in their customer journey.

This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. We are seeking an individual who is flexible, adaptable, and motivated by change.

About this roll (Responsibilities)

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth
• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey
• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of customers)

Do you have the right ingredients? (Requirements)

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills
• Flexibility & adaptability
• Problem solving mindset, ability to think critically

Special Sauce* (Non-essential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service or industry
• Experience working in the tech industry or for a SAAS company
• 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

Zone A $80,000—$90,000 USD

Zone B $75,000—$85,000 USD

Zone C $70,000—$80,000 USD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

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 hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

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.

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 [e-mail].

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.