Global Enterprise CS Leader

Toast; United States; Hybrid; USD 177,000 - 283,000; Full time

Benefits offered by this job

Hybrid work model

Equity

Total rewards

Job summary

Toast, Inc. seeks a Director of Enterprise Customer Success to lead our largest and most complex customers, owning health, retention and growth for brands with 500+ locations and guiding a scalable global CS model as we expand internationally.

You will report to the Sr. Director and partner with Sales, Care, Onboarding and Product, building high-performing teams of managers and CSMs and driving data-driven execution across regions.

Qualifications

• 10+ years of customer success, account management, or revenue leadership experience.
• 5+ years leading teams in a SaaS or technology environment.
• Experience as a second-line leader: managing managers, developing leadership bench strength.
• Proven ownership of retention and growth targets for enterprise or strategic customers.
• Executive presence and a track record of building durable relationships with C-suite and corporate stakeholders at large, complex customers.
• Experience building or leading customer success for a global or multi-region enterprise book, including designing coverage models for customers operating across international markets.
• Strong operational skills: you build systems and cadences, not just relationships, and you use data to make decisions.
• Experience navigating ambiguity and change, including org transitions, team integrations, or coverage planning.
• Excellent communication, organizational, and influencing skills.

Responsibilities

• Own Enterprise segment revenue outcomes: net revenue retention, churn mitigation, and expansion across a book of Toast’s largest customers.
• Build and develop a high-performing team of managers and their CSMs, setting vision, strategy, and performance standards while coaching leaders to raise the bar.
• Design and lead the global Enterprise CS coverage model as Toast expands into international markets, building coverage, escalation, and delivery patterns that work across regions rather than retrofitting a US-designed model.
• Strategic leadership - bring a clear, transformative, and innovative perspective on how to scale the post-live customer success model for a rapidly growing business unit.
• Serve as executive sponsor and senior escalation point for high-visibility accounts, building trusted relationships with corporate stakeholders at major restaurant, hotel, and sports & entertainment brands.
• Drive operational excellence, scalable systems and cadence for the segment: account planning, QBRs and strategic business reviews, renewal risk management, and escalation resolution.
• Partner cross-functionally with Sales, Care, Onboarding, and Product to advocate for Enterprise customer needs and close experience gaps.
• Use data to run the business: capacity and coverage models, health scoring, risk forecasting, and team performance metrics.
• Be an ambassador for the Toast culture, building a trusting, collaborative, high-performance environment.
• Travel as needed for customer site visits and executive engagements, including international travel as the global book grows.

Skills

Customer success leadership

SaaS leadership

Executive presence

Data-driven decisions

Global experience

Tools

Salesforce CRM

CS platforms

Job description

Toast, Inc. seeks a Director of Enterprise Customer Success to lead our largest and most complex customers, owning health, retention and growth for brands with 500+ locations and guiding a scalable global CS model as we expand internationally.

You will report to the Sr. Director and partner with Sales, Care, Onboarding and Product, building high-performing teams of managers and CSMs and driving data-driven execution across regions.