Manager, Customer Success, INTL

About the Role

Toast builds software that helps restaurants and other local businesses run more effectively in an increasingly digital world. Its tools are designed to support owners with day-to-day operations, sales growth, customer engagement, and employee experience.

In this position, you will lead the international Customer Success function by coaching and managing a team of individual contributor CSMs across several global regions. The environment is fast-moving and resource-light, so you’ll need to be comfortable building and improving processes in a hands-on, pragmatic way.

This is a highly involved leadership role within a growing international organization. You’ll stay close to the active customer portfolio, step in directly on escalations when needed, and work across time zones from EMEA through Australia to support teammates and customers without delay.

Responsibilities

• Lead a team of 7 to 8 international Customer Success Managers and help them deliver strong customer outcomes while meeting growth and retention targets.
• Work closely with Sales, Onboarding, and Product leaders, including regular monthly discussions with Product Management, to improve the post-launch customer journey and gather actionable customer insights.
• Serve as a visible escalation contact for complex restaurant customer problems and urgent issues, providing hands-on support to your team.
• Drive achievement of revenue retention, Net Promoter Score, go-live, and product activation/adoption objectives.
• Coordinate effectively across wide time zone differences to keep communication steady, supportive, and empathetic for all team members.
• Use Salesforce and related internal processes to manage account reviews, monitor progress, and identify expansion opportunities.
• Represent the company culture by promoting a high-performing, collaborative, and enjoyable environment for a diverse international team.

Requirements

• Strong experience in Customer Success or Account Management, preferably gained in a fast-paced SaaS setting.
• Either prior formal people leadership experience or a solid background as a Senior/Lead CSM with clear mentoring ability, a growth mindset, and humility.
• Ability to work autonomously, balance competing priorities, and stay flexible in a changing, high-growth international environment.
• Excellent communication, relationship-building, and writing skills, with the confidence to partner across global functions.
• A structured and analytical approach, with the ability to create clear processes from ambiguous situations.

Preferred Experience

• Working knowledge of Toast’s product ecosystem, enablement processes, and international operating model.
• Experience in the restaurant, hospitality, or commercial food service industry.
• Comfort using CRM and collaboration tools such as Salesforce, Slack, and G Suite.

Compensation and Benefits

The base pay for this position ranges from €77,000 to €123,000 per year. Final compensation will depend on skills, experience, and location. In addition to salary, the total rewards package may include overtime pay, bonus or commission where applicable, equity, and benefits.

Toast also emphasizes a hybrid working approach that blends in-person collaboration with flexibility, and it offers a benefits package designed to support employee wellbeing. The company states that it uses AI tools to assist recruiters and interviewers with note-taking, summarization, and documentation, while final hiring decisions remain human-led.

Additional Information

Toast says it is committed to inclusive hiring and can provide reasonable accommodations for candidates with disabilities who need help accessing the application or interview process.

The company also notes its commitment to diversity, equity, and inclusion, and explains that it values a workplace culture built on authenticity, respect, humility, and collaboration.

A note included with the posting states that, 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.