Megan H.

Employer Brand Co-op

For Nicole B., a leader of our Butter Together program within Customer Success & Services (CSS), building a truly inclusive community is a deeply personal mission. We asked Nicole about the incredible journey of Butter Together and how her team is creating unforgettable experiences that genuinely make every CSS Toaster feel seen, heard, and valued.

What inspired the creation of Butter Together? 

Butter Together is a passionate group dedicated to fostering an inclusive, connected culture within Toast's Customer Success & Services (CSS) team. We champion professional development, collaboration, and networking for all CSS Toasters.

What began as a small initiative a few years ago has blossomed into a vital force for culture-building. Our diverse initiatives range from mental health workshops and Town Halls to signature events like Toastchella—a week-long virtual Coachella-style experience. We also host quarterly awards, celebrating the incredible work of our CS teammates.

Why was it important for you to join Butter Together? How do you feel it reflects Toast’s overall culture?

I stepped into my role with Butter Together driven by a passion for DEI and ensuring every Toaster feels seen, heard, and valued—a commitment I've seen firsthand at Toast since day one. As dedicated volunteers, we're united by this goal. Though I've only led this team for six months, I'm incredibly proud of what we've accomplished, and we're just getting started!

What first drew me to Toast was everything I read about the culture—particularly the emphasis on bringing your whole self to work. That idea resonated deeply with me. Having spent 10 years in the Army National Guard during the era of "Don't Ask, Don't Tell," followed by two decades in the telecom sales industry, I hadn't always felt safe or supported in being my authentic self in the workplace. I was searching for an environment where inclusivity wasn't just a value on paper, but something genuinely lived and felt.

What made Toast stand out even more was learning about Multigrain, the Employee Resource Groups for the LGBTQIA+ community. It was clear that diversity and representation weren't just afterthoughts—they were embedded into the culture. That spoke volumes to me. Even during the interview process, I noticed the kindness, empathy, and authenticity of everyone I interacted with. And from my very first day at Toast, I knew I had found a place where I could truly belong.

Since you've stepped into the leadership role for Butter Together, what outcomes or changes have you seen in the program's impact?

Starting this year, we’ve made it a priority to introduce every new hire to the Butter Together team. We host a dedicated session where we share our mission, our initiatives, and the role we play in shaping the CSS experience. This early exposure fosters deeper engagement, encourages participation, and boosts overall morale.

We’ve also been intentional about bridging the gap between DEI and CSS by embedding inclusive principles into the very culture of our team. It’s important that Toasters feel empowered to take part in everything Toast has to offer, from Toast.org to our Employee Resource Groups.

Attendance at Town Hall events has continued to grow, giving all of CSS the opportunity to contribute ideas, shape programming, and feel truly seen and heard. We believe feedback is a gift and we’re fortunate to receive it regularly from our peers, helping us evolve and improve every step of the way.

Are there any stories or moments that stand out as a reflection of the program’s impact?

Absolutely - there have been many meaningful moments, but I truly believe it’s the smaller, quieter ones that speak the loudest. It’s in the subtle nod of someone’s head—not just when they hear about inclusivity, but when they feel it. It’s the energy that lingers after a networking event, when Slack lights up with people sharing how much fun they had, how many new connections they made, and how they’re already planning to stay in touch.

This team is doing important, impactful work—work that contributes to why people feel fulfilled and connected within Customer Success. There are, of course, many factors at play, but being able to feel the culture of your team through a screen? That’s rare. And it’s something that genuinely exists within CSS.

CSS is a special place, filled with thoughtful, passionate, and genuinely good people. Being part of Butter Together and helping shape an experience that made it even more meaningful for others has been an honor I'll always carry with me.

Are you interested in joining the CSS team? See open roles here!