Senior Customer Success Manager, RMM - New York City

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, 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 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 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).

What you'll do (Responsibilities)

• Build multiple layers of relationships with the customer, including Toast execs, as needed, and maintain daily database entries through Salesforce
• Retain SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Drive activation and adoption across Toast product suite by analyzing product module usage and leverage 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

What you'll need to thrive (Requirements)

• Must be located in New York City.
• 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 and C-suite executives.
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience providing technology or SaaS solutions to a client base
• Restaurant experience
• 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.