Sr. Customer Success Manager I, SMB – Account Strategy

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.

A Day in the Life

Your schedule for this role will be Tuesday–Saturday, 9:00am–5:00pm. The Sr. CSM I – Account Strategy role sits within Toast's Account Strategy team. This is a high-volume, inbound and outbound call-driven position that requires strict adherence to service levels, a strong phone presence, and the ability to handle complex conversations with confidence and empathy.

In this highly visible role, you will lead consultative Account Strategy conversations, navigate contract and pricing discussions, and leverage Toast's product suite to help restaurant customers grow and succeed on the platform. Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metrics tied to retention, customer outcomes, and long-term growth on Toast.

About This Role (Responsibilities)

• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time

• Lead consultative, value-based Account Strategy conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of the Toast platform

• Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract and pricing negotiations

• Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast

• Act as the voice of the customer, surfacing feedback to internal partners and leadership to continuously improve the experience

• Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting

• Leverage data, account insights, and internal tools to inform account strategies and real-time decision-making

• Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences

• Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths

Do You Have the Right Ingredients? (Requirements)

• 5+ years of Account Management, Customer Success, or retention-focused experience with a track record of driving positive customer outcomes; BDR (Business Development Representative) or Account Management experience

• Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time

• Demonstrated ability to build trust and navigate complex conversations with customers

• Strong objection handling, negotiation, and influencing skills, especially in live customer conversations

• Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment

• Data-driven mindset with the ability to interpret account insights and apply them in real-time decision-making

• Strong phone presence with excellent communication, presentation, and written skills

• Self-starter with the ability to quickly assess complex scenarios and drive toward resolution

Special Sauce (Nice to Haves)

• Hospitality or restaurant industry experience

• Payments or credit card processing knowledge

• Experience working in SaaS or tech environments

• Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, and Slack

AI at Toast

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