Customer Success Manager – Retail
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Job Description
Toast Customer Success Manager supporting retail businesses using Toast POS. Driving product adoption, customer retention, referrals, and SaaS revenue growth.
Responsibilities:
- Serve as the customer’s main point of contact and trusted advisor
- Drive customer initiatives that increase product adoption, satisfaction, referrals, and retention
- Align with New Business Sales, Onboarding, and Growth Sales Leadership on revenue-growth opportunities
- Collaborate with Sales, Product, BizOps, Care, Education, and Professional Services throughout the customer journey
- Build customer relationships and advocate for customer needs
- Retain and grow SaaS revenue through consultative engagements and tailored product recommendations
- Drive activation and adoption across the Toast product suite by analyzing usage, demonstrating value, and facilitating training
- Navigate Toast POS modules and maintain working knowledge of the partner landscape
- Facilitate customer demos and troubleshoot basic POS functions
- Ask discovery questions to uncover growth opportunities, referrals, and location expansion
- Identify opportunities to operate at scale and provide regular cross-functional feedback
- Travel locally up to 10% for customer site visits, including pre-live meet-and-greets and post-live technical consultations
Requirements:
- Must be located in EST or CST timezone
- 2+ years of Account Management, Sales, or equivalent experience responsible for customer satisfaction and business operations
- Ability to operate independently and navigate competing priorities in a constantly changing environment
- High technical aptitude and ability to quickly learn technical concepts and language
- Proven track record of meeting and exceeding goals
- Excellent communication, organizational, and influencing skills
- Flexibility and adaptability
- Problem-solving mindset and critical-thinking ability
- Nice to have: 1+ years using POS software, ideally in the service industry
- Nice to have: Experience managing Mid-Market, Top SMB, or Enterprise customers
- Nice to have: Experience in the tech industry or at a SaaS company
- Nice to have: Experience with Salesforce CRM, MS Office, G-Suite, and Slack
Benefits:
- Competitive compensation and benefits programs
- Cash compensation, including overtime and bonus/commissions if eligible
- Equity
- Benefits supporting a healthy lifestyle
- Flexibility to meet changing needs
- AI tools provided across disciplines
- Reasonable accommodations during the hiring process
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