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 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