Customer Success Manager II, Retail - On Demand

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.

Bready* to make a change?

In service to protecting revenue and creating raving fans, Customer Success Managers (CSMs) within On Demand will engage with our Retail customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our customers have the opportunity to collaborate with our strategic team to drive their business success. Customers, internal teams, and senior leadership can also request CSM assistance on an as-needed basis for success-related matters.

CSMs engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings with customers. These meetings include but are not limited to -  reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations aligned with business needs, and resolving pain points or de-escalating situations. CSMs should anticipate and tailor interactions to be completed within one to three touchpoints with the customer or evaluate the customer's journey for placement within another part of the Toast Ecosystem.  In addition to virtual engagements, our CSMs will work within our digital realm, strategizing with our customers via email to answer questions, provide resources and drive engagement. 

In this role, you will delve into technical and strategic initiatives, manage your time effectively, optimize customers' time, and deliver an exceptional customer experience. It extends beyond the traditional customer success manager position, as you will be instrumental in shaping a scalable customer success model. We seek an adaptable, flexible, and change-motivated individual to join our team.

About this roll* (Responsibilities)

• Use a consultative approach to build relationships and find solutions for  convenience stores, grocery stores, bottle shops and other retail focused businesses.
• Leverage Salesforce (our CRM) to manage all account activities 
• Understand the competitive landscape and determine how to best position Toast in the market
• Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
• Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
• Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
• Retain & grow SaaS revenue through consultative engagement and product recommendation by  understanding needs of each customer, tech stack analysis & conversation.
• Drive activation and adoption across Toast product suite by analyzing  product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
• Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
• Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
• Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.
• Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership 
• Actively look for opportunities to operate at scale

Do you have the right ingredients*? (Requirements)

• 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
• Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using a variety of software
• Proven track record of success in meeting and exceeding goals
• Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Problem solving mindset -  critical & creative thinker and someone who thinks at scale - you towards the mac