Customer Success Manager, Retail - Dedicated

About this role

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life

Toast expanded our best-in-class POS platform and service offerings to begin to service the Retail industry including convenience stores, bottle shops, grocery stores and more. In support of this expansion, Toast is on the search for best-in-class talent to continue to build out our Retail Customer Success Team. This is a great opportunity to be at the ground floor of a growing business unit within Toast, and to help build the foundation for an exceptional customer experience for our Retail customers.

The Retail Customer Success team works alongside our Restaurant Success teams, but is focused on retail-only and hybrid customers. Here they’re supported by our enablement/operations teams and have access to a robust Customer Success network. But they’ll have a unique opportunity to continue to build new workflows, playbooks and advocacy programs for our newest set of customers. They’ll continue to help build customer profiles and refine engagement models, and advocate for what this growing customer base needs as we continue to build out the product. All this will require tenacity, creativity, ambiguity, insight and empathy. We also find a touch of knowledge and love for the industry helps too.

As a dedicated Customer Success Manager, you serve as the customer’s main point of contact, trusted advisor, and drive a wide variety of customer driven initiatives. You are a strong relationship builder, understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention.

This is not your average CSM or Account Management team; in joining this team, you will be part of a young Customer Success model. Composed of multiple teams, the Scaled CS team is evolving to better the customer experience. Furthermore, for the Retail business unit you will be working closely with cross-functional partners across the organization and collaborating to support a rapidly growing business unit. We are seeking an individual who is flexible, adaptable, and motivated by change.

What you'll do (Responsibilities)

Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth

Work closely with cross-functional partners in Sales, Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey

Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities

Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer

Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings

Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape

Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast

Ask discovery questions to uncover growth opportunities, referrals and location expansion

Actively look for opportunities to operate at scale, including collaborating with cross-functional partners and providing regular feedback

Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations (This is dependent on proximity and availability of retail customers)

What you'll need to thrive (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

Success operating independently and navigating competing priorities in a constantly changing environment

High technical aptitude allowing for quick learning and adoption of technical concepts and language

Proven track record of success in meeting and exceeding goals

Excellent communication, organizational, and influencing skills

Flexibility & adaptability

Problem solving mindset, ability to think critically

What will help you stand out (Non-essential Skills/Nice to Haves)

1+ years of experience using a POS (Point of Sale) software, ideally in the service industry

Experience managing customer in Mid-Market, Top SMB, or Enterprise segments

Experience working in the tech industry or for a SAAS company

Experience with Salesforce CRM, MS Office, G-Suite, and Slack

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools em