Customer Success Manager II, Payroll

About Toast

Toast develops technology solutions aimed at enabling restaurants and local businesses to thrive in a digital landscape by optimizing operations, boosting sales, engaging patrons, and supporting employee satisfaction.

Role Overview

As a Customer Success Manager (CSM) within the Payroll Success Partners team, you will play a vital role in fostering business expansion via strategic lifecycle engagements. This position can expect to manage approximately 500 locations individually and support about 3,000 regional locations collaboratively as part of a six-member pod. Your core objectives include preventing account downgrades, reducing churn, resolving technical issues, driving revenue growth, and ensuring long-term retention. The role requires proactive and reactive communication through calls, texts, and virtual meetings lasting 30 to 60 minutes. You will transform incoming inquiries into strategic partnerships and act as an expert on the Payroll module and tax compliance experience, emphasizing ownership and timely execution in a collaborative environment.

Key Responsibilities

• Engage customers through personalized live video meetings at all stages of the customer lifecycle.
• Lead renewal discussions, identify opportunities for SaaS revenue expansion, and implement strategies to mitigate churn and downgrade risks.
• Gather and synthesize customer feedback and usage data to advocate for client needs with internal teams and leadership.
• Serve as a subject matter expert on Payroll Product Suite, Employee Cloud, Core POS, and third-party integrations.
• Manage complex technical problems by coordinating cross-functional partners to resolve issues fully.
• Analyze client technical environments and workflows to recommend enhancements to payroll processing.
• Create targeted presentations, training sessions, and educational materials based on product usage analytics to promote adoption.
• Communicate complex technical concepts in clear and accessible language ensuring clients realize full product value.
• Utilize AI and internal tools to streamline daily workflows and scale support capabilities efficiently.
• Maintain rigorous administrative discipline including CRM data accuracy, calendar management, and comprehensive reporting.
• Commit to continuous learning to stay ahead of industry trends and expand domain knowledge.

Required Qualifications

• Minimum of two years’ experience in Account Management focused on customer satisfaction, churn prevention, and business operations.
• In-depth understanding of B2B payroll processes including pay schedules, federal and state tax laws, accounting and reporting, and deductions.
• Extensive customer-facing experience within Payroll and Tax Operations.
• Proven ability to manage case queues and maintain data hygiene, organization, and prioritization.
• Demonstrated success working independently and managing competing priorities in dynamic environments.
• Strong general technical skills across various software platforms.
• Consistent achievement in meeting and exceeding performance targets.
• Proactive self-starter capable of navigating complex customer scenarios with autonomy.
• Exceptional virtual communication skills including professional presence, negotiation, written communication, and presentation abilities.
• Adaptability and openness to change in a fast-moving work environment.
• Analytical problem solver with creativity and strategic thinking at scale.

Desirable Skills

• Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC).
• Experience working with POS software, especially within the service industry.
• Project management experience or related roles.
• Background in the technology industry or SaaS companies.
• Familiarity with Salesforce CRM, Chilipiper, Microsoft Office Suite, Google Workspace, and Slack.

Company Culture and Additional Information

Toast embraces AI technologies and encourages employees to innovate and learn continuously to improve customer outcomes. The company offers competitive compensation and benefits designed to support a healthy lifestyle and adaptability to employee needs. Starting salaries vary by geographic pay zones: Zone A ($76,000–$122,000), Zone B ($66,000–$106,000), Zone C ($59,000–$94,000) with total compensation including bonuses and equity. Toast supports an inclusive hiring process and provides reasonable accommodations for applicants with disabilities.

The role follows an onsite, full-time hybrid working model prioritizing in-person collaboration while respecting individual work preferences. Compliance with U.S. labor laws such as prohibiting lie detector tests in employment is strictly observed.

Applicants interested in applying should note the focus on customer engagement, technical expertise, and adaptability within a fast-growing payroll solution environment.