Senior Customer Success Manager I

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.

As a Senior Customer Success Manager, you will serve as the customer’s main point of contact and trusted advisor, driving a wide variety of customer-driven initiatives.

Operating in a highly cross-functional, international environment, you will take ownership of a dedicated book of business comprising critical historical customers with high levels of complexity as well as expanding mid-market accounts. You will excel in an ambiguous environment, wearing many different hats at once to support one overarching goal: keeping customers happy and growing their annual recurring revenue (ARR).

• Build multiple layers of relationships with customers, serve as a strategic partner, and maintain rigorous database updates through Salesforce. 
• Retain SaaS revenue through consultative engagement and tailored product recommendations by deeply understanding the distinct needs of each customer.
• Drive activation and adoption across the Toast product suite by analyzing product module usage and leveraging internal tools or marketing strategies. 
• Leverage your deep Toast product knowledge to facilitate customer demos and ensure clients extract maximum value from their experience. 
• Partner closely with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer (VoC) feedback, and facilitate customer references/referrals. 
• Build strong internal partnerships across sales, product, and onboarding teams to address complex problem-solving and support international growth.

• Location: Must be located in Ontario, Canada
•  6+ years of account management experience, ideally with dedicated experience managing Mid-Market or Enterprise customer segments. 
• Exceptional communication, presentation, and influencing skills capable of meeting the expectations of corporate teams and C-suite executives. 
• A proven track record of operating independently, managing competing priorities, and thriving inside a constantly shifting, fast-paced environment. 
• A strong history of success in meeting and exceeding customer retention, adoption, and growth goals. 
• General technical proficiency using software platforms.

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

• Hands-on restaurant or hospitality industry experience.

• Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack.

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.

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.

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