Customer Success Manager, Retail - Dedicated

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life Toast expanded our best-in-class POS platform and service offerings to begin to service the Retail industry including convenience stores, bottle shops, grocery stores and more. In support of this expansion, Toast is on the search for best-in-class talent to continue to build out our Retail Customer Success Team. This is a great opportunity to be at the ground floor of a growing business unit within Toast, and to help build the foundation for an exceptional customer experience for our Retail customers. The Retail Customer Success team works alongside our Restaurant Success teams, but is focused on retail-only and hybrid customers. Here they’re supported by our enablement/operations teams and have access to a robust Customer Success network. But they’ll have a unique opportunity to continue to build new workflows, playbooks and advocacy programs for our newest set of customers. They’ll continue to help build customer profiles and refine engagement models, and advocate for what this growing customer base needs as we continue to build out the product. All this will require tenacity, creativity, ambiguity, insight and empathy. We also find a touch of knowledge and love for the industry helps too. As a dedicated Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, 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 is not your average CSM or Account Management team; in joining this team, you will be part of a young Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. Furthermore, for the Retail business unit you will be working closely with cross-functional partners across the organization and collaborating to support a rapidly growing business unit. We are seeking an individual who is flexible, adaptable, and motivated by change. What you'll do (Responsibilities) Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth Work closely with cross-functional partners in Sales, Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast Ask discovery questions to uncover growth opportunities, referrals and location expansion Actively look for opportunities to operate at scale, including collaborating with cross-functional partners and providing regular feedback Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers) What you'll need to thrive (Requirements) Must be located in EST or CST timezone. 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations Success operating independently and navigating competing priorities in a constantly changing environment High technical aptitude allowing for quick learning and adoption of technical concepts and language Proven track record of success in meeting and exceeding goals Excellent communication, organizational, and influencing skills Flexibility & adaptability Problem solving mindset, ability to think critically What will help you stand out (Non-essential Skills/Nice to Haves) 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry Experience managing customer in Mid-Market, Top SMB, or Enterprise segments Experience working in the tech industry or for a SAAS company Experience with Salesforce CRM, MS Office, G-Suite, and Slack AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. #LI-DNI The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy . Zone A $80,000 — $90,000 USD Zone B $75,000 — $85,000 USD Zone C $70,000 — $80,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com . ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.