Manager, Customer Success, RMM

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.

The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants.

As a Manager of Customer Success, you will hire, develop, coach and manage a team of Customer Success Managers. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management.

Your team is well versed in all things Toast and all parts of the customer journey. 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.

If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses during these unprecedented times, then this is the role for you!

A day in the life (Responsibilities)

• Manage a team of 8-10 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.

• Exceed monthly, quarterly, and annual revenue, nps, go live, and product activation/ adoption goals.

• Work closely with cross-functional partners to drive the highest levels of customer success throughout the post-live customer journey.

• Develop and implement innovative ways to work smarter and scale the team.

• Act as a point of escalation for restaurant customer concerns and acute issues.

• Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews.

• Manage the use of Salesforce.com and all related applications.

• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more.

• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.

What you'll need to thrive (Requirements)

• 8+ years in customer success or sales

• 2+ years experience successfully leading & managing teams

• Minimum four-year college degree from an accredited institution

• Extensive experience leading large cross-functional initiatives

• Excellent communication, interpersonal and writing skills

• Love for developing people in a high growth environment

• Enthusiastic about technology with demonstrated technical aptitude

• Strong project management skills and an ability to multitask

• Creative, analytical and execution-oriented

• Ability to effectively operate both strategically and tactically

• Hospitality background is a nice to have

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