Restaurant Success Manager II

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 SMB RSM operates in a highly cross-functional role responsible for a regionally based book of business of $4M+, ranging from 50-60 customers. 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.

This candidate does not need to be located in San Francisco, but does need to be located in Pacific Time Zone to best serve our customers in that time zone. The job will be fully remote.

About this roll* (Responsibilities)

The RSM role is centered around 4 key areas:

• Relationship Builder
• Build multiple layers of relationships with customers, 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)

• 4+ 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