About this role
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 will serve as the customer’s main point of contact and trusted advisor, driving a wide variety of customer-driven initiatives .
Operating in a highly cross-functional, international environment, you will take ownership of a dedicated book of business comprising critical historical customers with high levels of complexity as well as expanding mid-market accounts. You will excel in an ambiguous environment, wearing many different hats at once to support one overarching goal: keeping customers happy and growing their annual recurring revenue (ARR) .
What You'll Do (Responsibilities)
• Build multiple layers of relationships with customers, serve as a strategic partner, and maintain rigorous database updates through Salesforce .
• Retain SaaS revenue through consultative engagement and tailored product recommendations by deeply understanding the distinct needs of each customer .
• Drive activation and adoption across the Toast product suite by analyzing product module usage and leveraging internal tools or marketing strategies .
• Leverage your deep Toast product knowledge to facilitate customer demos and ensure clients extract maximum value from their experience .
• Partner closely with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer (VoC) feedback, and facilitate customer references/referrals .
• Build strong internal partnerships across sales, product, and onboarding teams to address complex problem-solving and support international growth .
What You'll Need to Thrive (Requirements)
• Location: Must be located in Ontario, Canada
• 6+ years of account management experience, ideally with dedicated experience managing Mid-Market or Enterprise customer segments .
• Exceptional communication, presentation, and influencing skills capable of meeting the expectations of corporate teams and C-suite executives .
• A proven track record of operating independently, managing competing priorities, and thriving inside a constantly shifting, fast-paced environment .
• A strong history of success in meeting and exceeding customer retention, adoption, and growth goals .
• General technical proficiency using software platforms .
What Will Help You Stand Out (Preferred Skills)
• Experience providing technology or SaaS solutions to a commercial client base .
• Hands-on restaurant or hospitality industry experience .
• Familiarity 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 wit