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Toast · 1 day ago

Senior Customer Success Manager II - Enterprise

D.C. / Virgina

Full-time

Hybrid

Senior Level, Lead/Staff

$114K/yr - $114K/yr

8+ years exp

Toast is a company focused on building a robust restaurant platform that empowers restaurants to thrive. They are seeking a Senior Customer Success Manager who will act as the main point of contact for customers, driving product adoption and satisfaction while managing a diverse range of customer initiatives.

DeliveryPoint of SaleSaaS

Comp. & Benefits

Responsibilities

This role is expected to conduct 3–4 onsite customer visits per month within the DMV region

Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies

Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers

Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities

Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy

Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow

Cross functional management: Coordinate across internal teams to help our customers solve their challenges and identify scalable solutions for sales and profitability growth

Qualification

Account ManagementCustomer Relationship ManagementProperty Management SystemsTechnical ProficiencySalesforce CRMG-SuiteCommunication SkillsLeadership SkillsProject Management

Required

8+ years account management experience

Mid-Market or Enterprise customer management experience

Strong leadership, teamwork, and cross-departmental collaboration skills

Strong communication and presentation skills that meet the expectations of corporate teams and C-suite executives

Success operating independently and navigating competing priorities in a constantly changing environment

Working knowledge of Property Management Systems (PMS) used in hospitality environments (e.g., Opera Cloud, OnQ, Pep, Lightspeed, Stay), with the ability to quickly adapt to new platforms

General technical proficiency using software

Proven track record of success in meeting and exceeding goals

Excellent communication, organizational, and influencing skills