Senior Customer Success Manager II - Enterprise

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Senior Customer Success Manager, Toast’s way of saying an “Account Manager”, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. 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. To thrive as a Customer Success Manager at Toast, you are flexible, a customer champion, and excel in ambiguous environments!

The Enterprise (ENT) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 500+ locations. As a Customer Success Manager, you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).

About this roll* (Responsibilities)

• This role is expected to conduct 3–4 onsite customer visits per month within the DMV region.
• Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies
• Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers.
• Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities.
• Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy.
• Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow.
• Cross functional management: Coordinate across internal teams to help our customers solve their challenges and identify scalable solutions for sales and profitability growth

Do you have the right ingredients*? (Requirements)

• 8+ 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 the expectations of corporate teams and C-suite executives.
• Success operating independently and navigating competing priorities in a constantly changing environment
• Working knowledge of Property Management Systems (PMS) used in hospitality environments (e.g., Opera Cloud, OnQ, Pep, Lightspeed, Stay), with the ability to quickly adapt to new platforms.
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills

Special Sauce* (Non-essential Skills/Nice to Haves)

• Strong understanding of POS systems, integrations, and Hotel F&B + guest services operations workflows
• Experience providing technology or SaaS solutions to a client base
• 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.

*Bread puns encouraged but not required