Customer Success Manager II, Payroll

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

In service to protecting revenue and creating raving fans, Customer Success Managers within the Payroll Success Partners team drive business growth through targeted lifecycle engagements. As we expand our Payroll vertical in 2026, this role focuses on core goals including downsell prevention, technical de-escalation, revenue growth, and long-term retention. CSMs engage both proactively and reactively through daily inbound cases, targeted call-downs, texting sessions, and 30- to 60-minute Zoom or phone meetings. By guiding adoption strategies, reviewing best practices, managing renewals, project managing technical inbound questions and de-escalating high-risk accounts, CSMs are expected to "go beyond the ask"—transforming reactive inquiries into strategic, value-driven partnerships that prevent churn.

Operating within a collaborative Pod Support Structure, each CSM is capable of managing ~500 locations, rotationally supporting over 3,000 shared regional locations across a team of 6. This shared model relies on clear communication, ownership and timeliness. This highly adaptable role demands strong cross-functional partnership to tackle tactical problem-solving and ensure clear, end-to-end ownership of the Payroll Module and tax experience. Beyond traditional duties, change-motivated CSMs will balance technical deep-dives with overarching strategic initiatives, playing an instrumental role in shaping a scalable, exceptional customer success model for our expanding user base.

What you'll do (Responsibilities)

• Build trust through high-touch, live video interactions across all lifecycle stages.

• Drive renewal conversations, expand SaaS revenue, and execute churn/downsell save motions through consultative strategies.

• Synthesize client feedback, pain points, and product usage to advocate for customer needs with leadership and internal teams.

• Act as a subject matter expert across the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations.

• Project-manage intricate technical issues to full resolution alongside cross-functional partners.

• Analyze tech stacks and workflows to recommend continuous payroll process improvements for clients and internal teams.

• Monitor product usage data to deliver targeted presentations, education, and trainings that drive adoption.

• Simplify complex technical messaging to ensure customers realize the full value of the service offering.

• Leverage AI and internal tools to optimize daily workflows and scale customer support efforts.

• Maintain strict administrative rigor through CRM data entry, calendar management, and accurate reporting.

• Continuously expand domain and product knowledge to stay ahead of industry standards.

What you'll need to thrive (Requirements)

• 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations

• Expert knowledge of B2B Payroll Processes & Fundamentals - inclusive but not limited to - pay schedules, federal & state laws and taxes, accounting & reporting, calculations, benefits & deductions

• Significant experience within Payroll and Tax Operations in a customer facing role

• Case / Queue Management Experience - responsible