Customer Success Manager

Customer Success Manager

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

The International Customer Success Manager (CSM) plays a critical role in delivering Toast’s promise of helping restaurants succeed. As a part of the Customer Success team, CSMs foster trust, happiness, and growth across a diverse portfolio of customers. They focus on retention, expansion, and advocacy while driving adoption of Toast’s product suite and delivering meaningful, measurable results.

As an International CSM, you will join a fast-growing global team. You’ll thrive in an environment that requires agility, flexibility, and creativity. This highly cross-functional role will challenge you to embrace a hospitality mindset, deeply understand customer goals, and translate them into strategic recommendations that drive product adoption, satisfaction, and long-term success. You’ll also play a critical role in scaling processes and testing new workflows to meet the needs of a rapidly growing customer base.

You can expect to spend 1 day a week onsite with customers, 1 day a week in the London office, with flexibility to also work remotely.

What you'll do (Responsibilities)

• Build relationships with customers, facilitate regular cadence of communications, and maintain daily database entries through Salesforce

• 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 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

• Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements

What you'll need to thrive (Requirements)

• 4+ years of Account Management experience, responsible for customer satisfaction and business operations

• 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 (Non-essential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry

• Experience managing customer in Mid-Market, Top SMB, or Enterprise segments

• Experience working in the tech industry or for a SAAS company

• 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.

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