Customer Success Manager II, SMB - On Demand

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

In service to protecting revenue and creating raving fans, Customer Success Managers (CSMs) within On Demand will engage with customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our small and medium-sized business (SMB) customers have the opportunity to collaborate with our strategic team to drive their business success. Customers, internal teams, and senior leadership can also request CSM assistance on an as-needed basis for success-related matters.

CSMs engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings with customers. These meetings include but are not limited to - reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations aligned with business needs, and resolving pain points or de-escalating situations. CSMs should anticipate and tailor interactions to be completed within one to three touchpoints with the customer or evaluate the customer's journey for placement within another part of the Toast Ecosystem. In addition to virtual engagements, our CSMs will work within our digital realm, strategizing with our customers via email to answer questions, provide resources and drive engagement.

In this role, you will delve into technical and strategic initiatives, manage your time effectively, optimize customers' time, and deliver an exceptional customer experience. It extends beyond the traditional customer success manager position, as you will be instrumental in shaping a scalable customer success model. Additionally, you will participate in revenue retention conversations to highlight the value of the product and protect against competitive churn. We seek an adaptable, flexible, and change-motivated individual to join our team.

What you'll do (Responsibilities)

• Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals.
• Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
• Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
• Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
• Payments + Credit Card Processing Knowledge is a must have - you’ll engage with customers to discuss their rates and how it impacts their business
• Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion
• Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
• Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
• Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
• Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.
• Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership
• Actively look for opportunities to operate at scale

What you'll need to thrive (Requirements)

• 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
• Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using a variety of software
• Proven track record of success in meeting and exceeding goals
• Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
• Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
• Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
• Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment.

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
• Work or equivalent experience in Project Management role
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack