Field Customer Success Manager II, SMB - Cleveland, OH

Toast; Cleveland (OH); On-site; USD 82,000; Full time

Job summary

A leading company in the restaurant platform industry is seeking a Field Customer Success Manager II in Cleveland, OH. This role involves being the main point of contact for SMB customers, driving product adoption, and enhancing customer satisfaction through consultative engagement. Ideal candidates will have a strong background in Account Management, excellent communication skills, and a technical aptitude for learning new systems quickly.

Benefits

Competitive compensation

Comprehensive benefits package

Hybrid work model

Qualifications

• 2+ years in Account Management, Sales, or similar.
• Ability to work independently and prioritize.
• High technical aptitude for quick learning.

Responsibilities

• Collaborate with teams to identify revenue opportunities.
• Build trust and advocate for customers.
• Drive product activation and adoption.

Skills

Customer Satisfaction

Communication

Problem Solving

Organizational Skills

Technical Aptitude

Tools

Salesforce CRM

MS Office

G-Suite

Slack

Job description

Field Customer Success Manager II, SMB - Cleveland, OH

Join to apply for the Field Customer Success Manager II, SMB - Cleveland, OH role at Toast.

Overview

Location: Cleveland, Ohio - Field-based role with a maximum of 1 hour commute for those outside Cleveland.
Toast is dedicated to building a restaurant platform that helps restaurants adapt, take control, and focus on their core business: building their passions.

Role Summary

As a Customer Success Manager (similar to an Account Manager), you will be the main point of contact and trusted advisor for customers, leading initiatives that enhance product adoption, satisfaction, and retention. You will focus on a regionally based book of high-value SMB customers, helping them navigate Toast early in their journey.

Key Responsibilities

• Collaborate with Sales, Onboarding, and Growth teams to identify revenue opportunities.
• Partner with Product, BizOps, Care, Education, and Professional Services to ensure customer success.
• Build trust and advocate for customers to foster referrals and loyalty.
• Retain and grow SaaS revenue through consultative engagement and tailored product recommendations.
• Drive product activation and adoption, utilizing internal tools and resources for analysis and training.
• Navigate Toast POS modules confidently and understand partner landscape.
• Demonstrate product value through demos and troubleshooting.
• Identify growth opportunities through discovery questions.
• Operate at scale by collaborating cross-functionally.
• Travel up to 10% locally for customer visits, including pre- and post-live activities.

Qualifications

• 2+ years in Account Management, Sales, or similar, with a focus on customer satisfaction and business operations.
• Ability to work independently, prioritize, and adapt in a dynamic environment.
• High technical aptitude for quick learning of technical concepts.
• Proven success in meeting/exceeding goals.
• Excellent communication, organizational, and influencing skills.
• Flexible, adaptable, and problem-solving mindset.

Preferred Skills

• 1+ years experience with POS software, ideally in the service industry.
• Experience in tech or SaaS industry.
• Familiarity with Salesforce CRM, MS Office, G-Suite, Slack.

Benefits

Competitive compensation, benefits, and a total rewards package. Learn more at Toast Benefits. Salary: $82,000 annually.

Our Culture

We value diversity, equity, and inclusion, embedding these principles into our culture. We support a hybrid work model fostering collaboration and connection. Learn more at Locations & Culture.

Additional Info

We are committed to accessible, inclusive hiring. For accommodations, contact [e-mail].

Legal Notice

In Massachusetts, lie detector tests are prohibited for employment decisions.