Field Customer Success Manager II, SMB - Cleveland, OH

About the position As a Customer Success Manager, Toast's way of saying an “Account Manager”, you serve as the customer's main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer's goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention. The SMB CSS team operates in a highly cross-functional role responsible for a regionally based book of business of our most influential & highest revenue SMB customers. These CSMs will be located in specific geographic regions. They will be hyper-focused on helping customers navigate Toast early in their customer journey. This is not your average CSM or Account Management team; in joining this team, you will be part of building a scaled Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. We are seeking an individual who is flexible, adaptable, and motivated by change.

Responsibilities

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth

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• Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey

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• Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities

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• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer

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• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings

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• Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape

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• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast

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• Ask discovery questions to uncover growth opportunities, referrals and location expansion

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• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners

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• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations

Requirements

• 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations

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• Success operating independently and navigating competing priorities in a constantly changing environment

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• High technical aptitude allowing for quick learning and adoption of technical concepts and language

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• Proven track record of success in meeting and exceeding goals

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• Excellent communication, organizational, and influencing skills

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• Flexibility & adaptability

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• Problem solving mindset, ability to think critically

Nice-to-haves

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service or industry

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• Experience working in the tech industry or for a SAAS company

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• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Benefits

• Competitive compensation and benefits programs

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• Flexibility to meet Toasters' changing needs

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• Diversity, Equity, and Inclusion initiatives

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• Hybrid work model fostering in-person collaboration

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