Manager, Customer Success, SMB - Dedicated - Remote

Overview

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

In Short

• Manage a team of 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.
• Work closely with cross-functional partners in New Business, Onboarding and Growth Sales Leadership.
• Drive the highest levels of customer success throughout the post-live customer journey.
• Build, iterate and streamline playbooks, processes and workflows.
• Develop and implement innovative ways to work smarter and scale the team.
• Manage the use of Salesforce and all related applications across all team members.
• Implement and improve reports, dashboards, automated emails, surveys and more.
• Identify new and improved ways to deliver delight across customers.
• Act as a point of escalation for customer concerns and acute issues.
• Be an ambassador for the Toast culture.

Requirements

• 5+ years in Customer Success in the SaaS industry.
• 2+ years experience successfully leading & managing teams.
• Experience leading large process improvement projects.
• Excellent communication, interpersonal and writing skills.
• Love for developing people in a high growth environment.
• Enthusiastic about technology with demonstrated technical aptitude.
• Strong project management skills and an ability to multitask.
• Creative, analytical and execution-oriented.
• Ability to effectively operate both strategically and tactically.

Benefits

• Competitive compensation and benefits programs.
• Cash compensation (overtime, bonus/commissions, if eligible).
• Benefits and equity (if eligible).
• Healthy lifestyle support.
• Flexibility to meet changing needs.