Manager, Customer Success - Regional Mid-Market (RMM)

About the Role

Toast is dedicated to equipping restaurants and local businesses with technology that enhances their operations, boosts sales, engages customers, and supports employee satisfaction in today's digital environment. The Customer Success team is focused on maximizing value for customers, preserving revenue streams, and creating enthusiastic advocates and thriving restaurant partners.

We are seeking a Manager of Customer Success to lead, develop, and inspire a team of Customer Success Managers (CSMs). Ideal candidates exhibit a strong ability to motivate high-performing teams to surpass their targets, combined with empathy, business insight, and technical proficiency. This leadership role requires a solution-driven mindset, experience in process enhancement, and proficiency in managing change.

The RMM segment manages a geographically based portfolio comprising 16 to 50 restaurant locations, interfacing extensively across functional teams to optimize the customer lifecycle.

Key Responsibilities

• Lead and mentor a team of 8-10 Customer Success Managers to deliver exceptional customer experiences while achieving and exceeding growth and retention objectives.
• Surpass monthly, quarterly, and annual targets related to revenue, Net Promoter Score (NPS), onboarding (go-live), and product activation/adoption milestones.
• Collaborate closely with cross-departmental partners to ensure stellar customer success throughout all post-implementation phases.
• Innovate and implement strategies to enhance efficiency and scalability of the team’s operations.
• Serve as a point of escalation for critical customer issues and concerns in the restaurant segment.
• Identify and create initiatives for customer expansion and operational improvements through regular portfolio reviews.
• Oversee utilization and management of Salesforce.com and associated applications.
• Partner with IT and Business Intelligence teams to develop and refine reporting tools, system workflows, dashboards, automated communications, surveys, and related processes.
• Promote and embody Toast’s organizational culture by fostering a high-performance, trusting, collaborative, and enjoyable workplace.

Qualifications and Skills

• At least 8 years of experience in customer success or sales roles.
• Minimum of 2 years experience in successfully managing and leading teams.
• A bachelor’s degree from an accredited university or college.
• Demonstrated expertise in leading large-scale cross-functional projects and initiatives.
• Excellent verbal, interpersonal, and written communication skills.
• Passion for developing talent within a fast-growing environment.
• Strong enthusiasm for technology complemented by evident technical skills.
• Proficient project management capabilities and adeptness at juggling multiple priorities simultaneously.
• A blend of creative, analytical, and execution-driven approaches.
• Ability to navigate strategic planning and tactical implementation effectively.
• Experience or background in hospitality is beneficial but not mandatory.

Additional Information

Toast fosters a culture of learning and innovation, emphasizing the adoption of AI tools across all departments to enhance productivity and customer value. Our compensation package is competitive in the market and includes a base salary range of $94,000 to $190,000 USD depending on location, skills, and experience, alongside potential bonuses, equity, and comprehensive benefits. We offer a hybrid working model that encourages in-person collaboration while respecting individual preferences.

Toast is committed to diversity, equity, and inclusion, cultivating a work environment where all employees feel valued and supported. We are dedicated to providing reasonable accommodations during the hiring process for individuals with disabilities. For compliance, in the state of Massachusetts, lie detector tests are not permitted as a condition of employment.