Customer Success Manager II, SMB
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Job Description
Customer Success Manager engaging with SMB customers to support business success through strategic interactions. Role involves direct customer engagement, technical inquiries, and driving SaaS revenue growth.
Responsibilities:
- Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently.
- 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
- Downsells & 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
Requirements:
- Must be located in MST or PST timezone.
- 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.
Benefits:
- Competitive compensation and benefits programs
- Medical, dental, and vision insurance
- Retirement savings plan
- Paid time off
- Opportunities for professional development
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