Manager, SMB Customer Success Account Strategy Team

About the Role: Toast creates technology to help restaurants and local businesses succeed in a digital world. As the Manager, SMB - Account Strategy, you will be a frontline people leader responsible for managing a team of Customer Success Managers (CSMs). You will focus on coaching, driving day-to-day execution, and reinforcing operational excellence across a high-volume inbound and outbound engagement environment.

What You'll Do

• Lead, coach, and develop a team of Account Strategy CSMs handling high-volume customer interactions.
• Drive day-to-day performance against key goals including retention outcomes, service level adherence, and call quality.
• Conduct call reviews and performance check-ins to help team members improve consultative and negotiation skills.
• Support team members in navigating complex or escalated customer situations.
• Manage queue health, interaction volume, and prioritize tasks to ensure strong service level adherence.

What You Bring

• 5+ years of experience in Customer Success, Account Management, or Retention with prior people leadership experience.
• Experience working in a high-volume, queue- or case-based customer interaction environment.
• Strong coaching, objection handling, and negotiation skills.
• Data-driven mindset with comfort using team and account insights to inform decisions.
• Bonus: Experience in SaaS, fintech, or restaurant technology, and familiarity with tools like Salesforce, Five9, or Chili Piper.

Benefits

• Base salary range of $94,000 - $190,000 USD based on geographic zone, plus bonus/commissions and equity.
• Competitive benefits programs supporting a healthy lifestyle and flexibility.
• Access to AI tools to empower you to build for our customers faster and more independently.
• Fully remote work flexibility within the USA.