Senior Customer Success Manager II at Toast

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business increase sales engage guests and keep employees happy.The expectation will be to work 1 - 2 days a week out of the accounts office in Pasadena CA.Bready* to make a changeAs a Senior Customer Success Manager Toasts way of saying an Account Manager you serve as the customers main point of contact trusted advisor and drive a wide variety of customer driven initiatives. You are a strong relationship builder understand a customers goals and priorities and translate them into strategic recommendations that will drive a high level of product adoption satisfaction referrals and customer retention. To thrive as a Customer Success Manager at Toast you are flexible a customer champion and excel in ambiguous environments!The Enterprise (ENT) segment operates in a highly cross-functional role responsible for a regionally based book of business ranging from 500 locations. As a Customer Success Manager you wear many different hats at once and support one overarching goal to keep customers happy and grow their annual recurring revenue (ARR).About this roll* (Responsibilities)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 strategiesOperate 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.Collaborate cross-functionally with Sales Product Marketing and Operations to remove friction close feedback loops and escalate customer challenges to resolution.Do you have the right ingredients* (Requirements)8 years account management experienceMid-Market or Enterprise customer management experienceStrong leadership teamwork and cross-departmental collaboration skillsStrong communication and presentation skills that meet expectations of corporate teams and C-suite executives.Success operating independently and navigating competing priorities in a constantly changing environmentGeneral technical proficiency using softwareProven track record of success in meeting and exceeding goalsExcellent communication organizational and influencing skillsSpecial Sauce* (Non-essential Skills/Nice to Haves)Experience providing technology or SaaS solutions to a client baseRestaurant experienceExperience managing customer in Mid-Market Top SMB or Enterprise segmentsExperience with Salesforce CRM MS Office G-Suite and SlackAI at ToastAt Toast were 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; its a core part of our culture.Our Spread of Total RewardsWe 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. Learn more about our benefits at puns encouraged but not requiredThe starting pay rate for this role is below. Please note there is not a range for this role the number listed below is the rate.Pay Rate$114000$114000 USDDiversity Equity and Inclusion is Baked into our Recipe for SuccessAt Toast our employees are our secret ingredientwhen they thrive we 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 TogetherWe 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. To learn more about how we work globally and regionally check out: 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 .------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.Required Experience:Manager Key Skills Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting Employment Type : Full Time Experience: years Vacancy: 1