Customer Success Manager II - On Demand
Preferred timezone: PST, MST or CST hours
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Bready* to make a change?
In service to protecting revenue and creating raving fans, Customer Success Managers (CSMs) within On Demand will engage with customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our small and medium-sized business (SMB) customers have the opportunity to collaborate with our strategic team to drive their business success. Customers, internal teams, and senior leadership can also request CSM assistance on an as-needed basis for success-related matters.
CSMs engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings with customers. These meetings include but are not limited to - reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations aligned with business needs, and resolving pain points or de-escalating situations. CSMs should anticipate and tailor interactions to be completed within one to three touchpoints with the customer or evaluate the customer's journey for placement within another part of the Toast Ecosystem. In addition to virtual engagements, our CSMs will work within our digital realm, strategizing with our customers via email to answer questions, provide resources and drive engagement.
In this role, you will delve into technical and strategic initiatives, manage your time effectively, optimize customers' time, and deliver an exceptional customer experience. It extends beyond the traditional customer success manager position, as you will be instrumental in shaping a scalable customer success model. We seek an adaptable, flexible, and change-motivated individual to join our team.
About this roll* (Responsibilities)
Do you have the right ingredients*? (Requirements)
Special Sauce* (Non-essential Skills/Nice to Haves)
Our Spread* of Total Rewards
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 https://careers.toasttab.com/toast-benefits.
#LI-DNI
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
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 candidateaccommodations@toasttab.com.
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We invite applicants to share their demographic background information as part of the application. This information will be used for compliance purposes as well as to identify areas of improvement in our hiring process and to support diversity initiatives at Toast. Completion of this form is mandatory, however, individuals are not required to share this information and may select “I don’t wish to answer” in response to any demographic questions. Your responses to demographic questions will not affect your application status. By submitting your application, you acknowledge and consent to the use of your information for the purposes described above.
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