Manager, Customer Success, RMM

<p>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.</p> <p>The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans &amp; successful restaurants.&nbsp;</p> <p>As a Manager of Customer Success, you will hire, develop, coach and manage a team of Customer Success Managers. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management.&nbsp;</p> <p>Your team is well versed in all things Toast and all parts of the customer journey. The Regional Mid-Market (RMM) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 16-50 locations.</p> <p>If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses during these unprecedented times, then this is the role for you!&nbsp;</p> <p><strong>A day in the life (Responsibilities)&nbsp;</strong></p> <ul> <li>Manage a team of 8-10 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.</li> <li>Exceed monthly, quarterly, and annual revenue, nps, go live, and product activation/ adoption goals.</li> <li>Work closely with cross-functional partners to drive the highest levels of customer success throughout the post-live customer journey.</li> <li>Develop and implement innovative ways to work smarter and scale the team.</li> <li>Act as a point of escalation for restaurant customer concerns and acute issues.</li> <li>Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews.</li> <li>Manage the use of Salesforce.com and all related applications.</li> <li>Work with IT and BI teams to implement and improve reports, system rules &amp; workflows, dashboards, automated emails, surveys, and more.</li> <li>Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.</li> </ul> <p><strong>What you'll need to thrive (Requirements)</strong></p> <ul> <li>8+ years in customer success or sales</li> <li>2+ years experience successfully leading &amp; managing teams</li> <li>Minimum four-year college degree from an accredited institution&nbsp;</li> <li>Extensive experience leading large cross-functional initiatives</li> <li>Excellent communication, interpersonal and writing skills</li> <li>Love for developing people in a high growth environment</li> <li>Enthusiastic about technology with demonstrated technical aptitude</li> <li>Strong project management skills and an ability to multitask&nbsp;</li> <li>Creative, analytical and execution-oriented</li> <li>Ability to effectively operate both strategically and tactically</li> <li>Hospitality background is a nice to have</li> </ul> <p><strong>AI at Toast</strong></p> <p>At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.</p> <p><br><strong>Our Total Rewards Philosophy</strong></p> <p>We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at<a href="https://careers.toasttab.com/toast-benefits"> https://careers.toasttab.com/toast-benefits</a>.</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span data-sheets-root="1">The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our <a class="in-cell-link" href="https://careers.toasttab.com/us-pay-zones" target="_blank">Geographic Pay Zone Philosophy</a>.</span></p></div><div class="title">Pay Range </div><div class="pay-range"><span>$119,000</span><span class="divider">&mdash;</span><span>$190,000 USD</span></div></div><div class="pay-input"><div class="description"><p><span data-sheets-root="1">The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our <a class="in-cell-link" href="https://careers.toasttab.com/us-pay-zones" target="_blank">Geographic Pay Zone Philosophy</a>.</span></p></div><div class="title">Pay Range</div><div class="pay-range"><span>$104,000</span><span class="divider">&mdash;</span><span>$166,000 USD</span></div></div><div class="pay-input"><div class="description"><p><span data-sheets-root="1">The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our <a class="in-cell-link" href="https://careers.toasttab.com/us-pay-zones" target="_blank">Geographic Pay Zone Philosophy</a>.</span></p></div><div class="title">Pay Range </div><div class="pay-range"><span>$94,000</span><span class="divider">&mdash;</span><span>$150,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>How Toast Uses AI in its Hiring Process</strong></p> <p>Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: <a href="https://careers.toasttab.com/ai-in-hiring">https://careers.toasttab.com/ai-in-hiring</a></p> <p><strong>Our Approach to Hybrid Working</strong><br><br>We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region:&nbsp;<a class="ProsemirrorEditor-link" href="https://careers.toasttab.com/locations-toast">https://careers.toasttab.com/locations-toast</a></p> <p><strong><strong data-stringify-type="bold">Diversity, Equity, and Inclusion is Baked into our Recipe for Success</strong></strong></p> <p>At Toast, our employees are our secret ingredient—when they thrive, we thrive.&nbsp;The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.</p> <p><span style="font-weight: 400;"><strong data-stringify-type="bold">We Thrive Together</strong></span></p> <p><span style="font-weight: 400;">We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: <a class="c-link" href="https://careers.toasttab.com/locations-toast" target="_blank" data-stringify-link="https://careers.toasttab.com/locations-toast" data-sk="tooltip_parent">https://careers.toasttab.com/locations-toast</a>.</span></p> <p><strong>Apply today!</strong></p> <p>Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact <a href="mailto:candidateaccommodations@toasttab.com">candidateaccommodations@toasttab.com</a>.</p> <p><em>------</em></p> <p><em>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. An employer who violates this law shall be subject to criminal penalties and civil liability.</em></p></div>