Customer Success Manager II - Payroll
Toast is driven by building a comprehensive solution that helps operators 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 the Payroll Success Team / Customer Success Organization will engage with customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our Payroll Customers have the opportunity to collaborate with our strategic team to drive their business success. Our core goals include downsell prevention, technical de-escalation, long term strategic partnership & revenue retention. Customers, internal teams, and senior leadership can also request Payroll Success assistance on an as-needed basis for success-related matters. As we grow in 2026 and expand our offerings to a larger customer base, module specific focus is needed! We are adding individuals to the team that will contribute work within our Payroll vertical and help us bring this module to life
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. Through targeted outreach, both proactive and reactive, this role targets life cycle moments that are both technical and crucial to longevity on the platform. Additionally, CSMs are responsible for inbound case assignments through email channels and will engage with customers digitally to resolve open issues or questions.
CSMs will be responsible for a dedicated, collaborative Book of Business, with roughly 500 locations assigned to you. But working as part of a larger pod, you will be responsible for a region or customer profile type and share a larger book of business by combining all locations and supporting your peers in a Pod Support Structure. Additionally, you will support customers in partnership with CSMs across all market segments - as a strategic internal partner, you are responsible for joining QBRS, tactical problem solving and clear ownership of the Payroll Module inclusive of the tax experience end to end. In this role, you will delve into technical and strategic initiatives with the customer, 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
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. 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.
We Thrive Together
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: https://careers.toasttab.com/locations-toast.
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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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