Senior Restaurant Success Manager I

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.

The mission of Customer Success at Toast is to create raving fans and successful restaurants...and the Restaurant Success Manager (RSM) plays a critical role in fulfilling that mission. While RSMs wear many different hats at once, they support one overarching goal → keep customers happy and grow their annual recurring revenue (ARR). Customers that fall into this cohort have Toast ARR > $50K (~20% of total Toast customers).

The RSM operates in a highly cross-functional role responsible for a regionally based book of business of $4M+, ranging from 10-60 customers (based on segmentation). The RSM drives a wide variety of customer driven initiatives and should be exceptionally strong relationship builders and project managers. Pivotal to this role is a strong ability to embrace a hospitality mindset, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention.

About this roll* (Responsibilities)

The RSM role is centered around 4 key areas:

• Relationship Builder
• Build multiple layers of relationships with customer, including Toast execs, as needed
• Act as main point of contact for customers across both corporate and field level
• Update and maintain daily customer database entries (Salesforce)
• Own customer escalations to resolution by partnering with Care leadership internal teams
• Facilitate regular cadence of communications with customer
• Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements
• Product Expert
• Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
• Drive activation and adoption across Toast product suite; analyze product module usage and leverage internal tools/customer marketing strategies to increase adoption
• Become trusted advisor/strategic partner by providing thought leadership on restaurant technology/operational trends and innovation
• Partner with Marketing to find options for case studies and customer referrals
• Revenue Producer
• Retain and grow existing SaaS revenue by understanding needs of each customer and recommending product modules to fit those needs
• Facilitate customer references, as needed, to help GTM close new business
• Retain and grow SaaS revenue through consultative engagement and product recommendation
• Customer Advocate
• Provide regular VOC feedback and feature requests to Product
• Create business cases, as needed, to invest in custom projects for top ARR customers
• Build cross-functional partnerships and collaborate closely to engage customers when necessary

Do you have the right ingredients*? (Requirements)

• 6+ years account management experience required
• Experience providing technology or SaaS solutions to a client base a strong plus
• Mid-Market, Top SMB, or Enterprise customer management experience a plus
• Restaurant experience is a strong plus
• Strong leadership, teamwork, communication & cross-departmental collaboration skills
• Must be able to proactively drive customer value with some management oversight
• Highly motivated, passionate over achiever, team player, facilitator
• Entrepreneurial spirit/mindset, flexibility toward dynamic change
• Incredibly detailed oriented
• Ability to perform in a fast paced environment
• Strong organization skills and time management skills
• Good experience of MS Office, G-Suite, Slack and Salesforce
• Direct, honest communication style that operates with the highest level of integrity

Our Spread* of Total Rewards

• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

*Bread puns encouraged but not required

 

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