Director, Customer Trust

Toast; United States; Hybrid; USD 204,000 - 326,000; Full time

Benefits offered by this job

Hybrid work model

Competitive total rewards

Job summary

Toast is seeking an experienced leader to own and evolve the Customer Trust program and the security function that supports a platform business. You will partner with sales and legal to present evidence-driven security posture to customers, regulators, and executives.

You will also design governance rhythms, manage budgets and headcount, and build a scalable security culture across the organization. This role requires leadership of 10+ teammates and a track record of influencing senior

Qualifications

• Built a customer-facing trust or assurance program for a platform business.
• Able to translate security posture into business terms for executives and customers.
• Strong program and portfolio management with a budget/headcount mindset.
• Experience presenting to executives, boards, and regulators.
• Led a team of 10 or more, including managers.

Responsibilities

• Own the Trust Center and customer security reviews, shaping how we present evidence.
• Lead governance and reporting rhythms for leadership, board, and regulators.
• Run security business operations, portfolio planning, and budgeting.
• Build security culture and scale the security function without headcount increases.

Skills

Customer trust program

Portfolio management

Executive communication

Security governance

Team leadership

Job description

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

Our customers trust us with their payments, their staff data, and the system their restaurant runs on. We hold ourselves to a high bar in protecting it. This role's job is to make that provable — to a restaurant group's IT team, to an enterprise procurement reviewer, and to a regulator — fast enough that security becomes a reason we win deals rather than a step that slows them down.

This is one of the clearest expressions of a broader shift underway in Toast's new Trust & Security organization: moving from a compliance-led, reactive function toward one that’s engineering-led and proactive, where trust is treated as a product rather than asserted in documents. Customer Trust is the business engine of that shift.

The role has two halves, and we want to be upfront about that. The first is external customer-facing: you own how Toast demonstrates its security to the market. The second focuses on our internal customers and stakeholders: you own the planning and operating rhythm of the security organization itself. Both are senior work, and the combination will have significant impact across the company.

A Day In The Life (Responsibilities)

• Run the Customer Trust Program: Own the Trust Center, customer security reviews and questionnaires, and how we support the sales team. You own the customer-facing surface — the Trust Center, the review process, and the relationship with sales. Our Security Assurance & Compliance team produces the underlying evidence; you decide how it's presented and how fast it moves.
• Lead Governance and Reporting: Own policy, security measurement, and the reporting rhythm for leadership, the board, and regulators, so each audience is working from a rhythm they trust.
• Run Security Business Operations: Own portfolio management, joint planning, and workforce and budget planning for the security organization; write the budget and headcount case that leadership believes.
• Build Security Culture: Build awareness and design our champions program so it extends the security function's reach without adding headcount.

What You'll Need To Thrive (Requirements)

• You've built a customer-facing trust or assurance program for a platform business — a Trust Center, a customer security review function, or a security sales-support motion.
• You work comfortably where security, sales, and executive communication meet, and you can translate security posture into business terms.
• Strong program and portfolio management, and you can write a budget and headcount case that people believe.
• You've presented to executives, boards, and regulators.
• You've led a team of 10 or more, including managers.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Payments, fintech, or another regulated platform business.
• A background spanning both a technical security function and a customer-facing one.
• Experience turning a security program into an asset the sales team relies on.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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.

Zone A

$204,000—$326,000 USD

Zone B

$177,000—$283,000 USD

Zone C

$159,000—$254,000 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. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. 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

People Are the Secret Ingredient in Our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other.

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.