Senior SMB CSM: Strategic Retention & Growth

Toast; United States; Hybrid; USD 75,000 - 85,000; Full time

Job summary

Toast is hiring a Customer Success Manager (CSM) II, SMB – Account Strategy, to lead retention conversations and drive long-term growth for restaurants using the Toast platform. You will engage with customers in real-time, navigate contract and pricing discussions, and leverage Toast products to demonstrate value and ensure ongoing success.

You will partner with Sales, Support, Product, and Finance to deliver data-driven outcomes, manage escalations, and document interactions with a focus on

Qualifications

• 2+ years in Account Management, Customer Success, or retention roles.
• Experience in high-volume, queue-based environments with SLAs.
• Comfort handling high-stakes conversations with professionalism.
• Strong negotiation and influencing skills in live calls.
• Ability to work independently with competing priorities.

Responsibilities

• Staff a high-volume Account Strategy line via phone and chat with adherence to SLAs.
• Lead consultative, value-based retention conversations for each customer.
• Navigate complex discussions including contract and pricing negotiations.
• Diagnose needs and map paths to long-term Toast success.
• Document interactions and outcomes with strong data hygiene.
• Leverage data and insights to inform retention strategies.
• Represent the voice of the customer to internal partners.
• Operate in a scalable, repeatable motion with personalized service.
• Collaborate with Sales, Support, Product, and Finance to drive outcomes.

Skills

Account management

Customer success

Phone presence

Data-driven

Prioritization

Tools

Salesforce

Five9

Hex

ChiliPiper

G-Suite

Slack

Job description

Toast is hiring a Customer Success Manager (CSM) II, SMB – Account Strategy, to lead retention conversations and drive long-term growth for restaurants using the Toast platform. You will engage with customers in real-time, navigate contract and pricing discussions, and leverage Toast products to demonstrate value and ensure ongoing success.

You will partner with Sales, Support, Product, and Finance to deliver data-driven outcomes, manage escalations, and document interactions with a focus on