Customer Success Manager II, SMB - On Demand

📋 Description

• Live customer interactions via demos and calls to guide decisions.
• Build technical knowledge to support customers at scale.
• Use data to inform customer and business decisions.
• Diagnose issues, craft strategies, and work with cross-functional teams.
• Discuss payments and card processing with customers.
• Retain and grow SaaS revenue through consultative engagement.
• Drive activation and adoption across Toast products using data and trainings.
• Manage downsell and churn by documenting pain points and terms.
• Data entry, calendar hygiene, and report building daily.
• Navigate guest and POS modules; know EC/XC partners.
• Gather feedback for internal partners and leadership.
• Seek opportunities to operate at scale.

🎯 Requirements

• 2+ years Account Management; drives satisfaction, churn mitigation.
• Case/Queue management: organize data hygiene and prioritization.
• Able to work independently amid changing priorities.
• General technical proficiency with a range of software.
• Proven track record of meeting/exceeding goals.
• Self-starter and ability to work autonomously on complex customer scenarios.
• Strong virtual presence: communication, organization, influencing skills.
• Flexible and adaptable; embraces change quickly.
• Problem-solving mindset; strategic, scalable thinker.

🎁 Benefits

• Hybrid work model for in-person collaboration with flexibility.
• Competitive pay and comprehensive benefits, including health and wellness.
• Access to Toast benefits program at https://careers.toasttab.com/toast-benefits.
• Diverse, inclusive culture with equitable opportunities for all.
• Opportunities to learn and leverage AI tools across teams.