Toast · 3 days ago
Customer Success Manager II, Payroll
United States
Full-time
Remote
Entry, Mid Level
$82K/yr - $82K/yr
2+ years expToast creates technology to help restaurants and local businesses succeed in a digital world. As a Payroll Customer Success Manager, you will manage a collaborative book of business, driving product adoption and customer loyalty while resolving payroll and tax-related issues.
DeliveryPoint of SaleSaaS
Responsibilities
Lead high-stakes discovery calls and product demos, delivering complex messaging with confidence and strategic redirection to meet goals
Master the Core POS and Employee Cloud systems to diagnose technical issues and project manage intricate customer needs toward resolution
Protect and expand SaaS revenue by identifying downsell risks and executing "churn save" motions through consultative engagement
Leverage product usage data and business analytics to recommend payroll process improvements and ensure clients are maximizing service value
Drive full activation of the Payroll Product Suite by hosting educational presentations, facilitating trainings, and analyzing module usage
Act as the "Voice of the Customer" by gathering feedback for leadership and partnering with internal teams to ensure closed-loop issue resolution
Maintain high standards for data integrity, calendar hygiene, and report building to support scalable customer success operations
Qualification
Required
Payroll & Tax Expertise: 2+ years of experience in B2B payroll operations, including deep knowledge of pay schedules, federal/state taxes, and benefits calculations
Account Management Pro: Proven track record in a customer-facing role focused on churn mitigation, revenue retention, and driving overall customer satisfaction
Operational Excellence: Demonstrated experience in case/queue management with a focus on data hygiene, task prioritization, and organizational efficiency
Technical Proficiency: High general tech-fluency and the ability to troubleshoot complex customer scenarios while navigating various software platforms
Communication & Presence: Strong virtual presence with professional skills in negotiation, presentation, and simplified messaging for complex topics
Strategic Problem Solving: A critical and creative thinker who can move between micro-level troubleshooting and macro-level scaling in a fast-paced environment
Adaptability & Autonomy: A self-starter who thrives in a constantly changing landscape and can operate independently to meet or exceed aggressive goals
Preferred
FCP or CPP credentials
1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
Work or equivalent experience in Project Management role
Experience working in the tech industry or for a SAAS company
Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack
Company
Toast
Toast is a point-of-sale and restaurant management platform designed for businesses in the food service and hospitality industry.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$961.95MKey Investors
12 West CapitalT. Rowe PriceBessemer Venture Partners
2021-09-22IPO
2020-11-23Secondary Market· $60M
2020-02-14Series F· $400M
Leadership Team
Aman Narang
CEO and Co-Founder
Steve Fredette
Co-founder and President
Recent News
Crunchbase News
2026-01-23
2026-01-22
Company data provided by crunchbase