Senior Customer Success Manager I, RMM

Humamaria; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Toast is hiring a Senior Customer Success Manager to own a regional portfolio of mid-market to enterprise clients. You will act as the primary trusted advisor, align customer goals with Toast’s product solutions, and drive adoption, retention, and expansion across multiple teams.

You will manage multi-location accounts, collaborate with sales, product, and support to mitigate churn, and lead strategic reviews that translate business outcomes into action plans.

Qualifications

• 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 for executive audiences.
• Success operating independently amidst changing priorities.
• General technical proficiency using software.
• Proven track record of meeting and exceeding goals.
• Excellent communication, organizational, and influencing skills.

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.
• 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.

Skills

Account management

Mid-Market/Enterprise

Leadership

Communication skills

Independent work

Technical proficiency

Tools

Salesforce CRM

MS Office

G-Suite

Slack

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.

A day in the life

As a Senior Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive the strategic partnership, momentum across our internal teams, and outcomes tied to the customer’s goals. 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, grow the account through expansion, and help us get ahead of churn. To thrive as a Customer Success Manager at Toast, you are flexible, a self-starter who builds structure where there are no playbooks or clear direction, and advocates for the customer within Toast!

The Regional Mid-Market (RMM) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 16-50 locations. As a Senior CSM, you’re accountable for the health and growth of your book. You quarterback each partnership end to end: you know the customer’s business and goals, multi-thread to their decision-makers, get ahead of risk before it becomes churn, collaborate cross-functionally and drive expansion. You’re the person who moves the partnership forward.

What you’ll do (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.

What you’ll need to thrive (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

What will help you stand out (Non-essential Skills/Nice to Haves)

• 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

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

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Zone A

$99,000.00 — $120,000.00 USD

Zone B

$95,000.00 — $115,000.00 USD

Zone C

$90,000.00 — $110,000.00 USD