Toast

Customer Success Manager II, SMB

Toast

full-time

Posted on:

Location Type: Remote

Location: Remote • California, Colorado, Oregon, Washington • 🇺🇸 United States

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Salary

💰 $82,000 per year

Job Level

JuniorMid-Level

About the role

  • Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently.
  • Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
  • Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
  • Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
  • Payments + Credit Card Processing Knowledge is a must have - you’ll engage with customers to discuss their rates and how it impacts their business
  • Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion
  • Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
  • Downsells & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
  • Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
  • Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.
  • Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership
  • Actively look for opportunities to operate at scale

Requirements

  • Must be located in MST or PST timezone.
  • 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
  • Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
  • Success operating independently and navigating competing priorities in a constantly changing environment
  • General technical proficiency using a variety of software
  • Proven track record of success in meeting and exceeding goals
  • Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
  • Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
  • Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
  • Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment.
Benefits
  • Competitive compensation and benefits programs
  • Medical, dental, and vision insurance
  • Retirement savings plan
  • Paid time off
  • Opportunities for professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Payments knowledgeCredit card processingSaaS revenue retentionTech stack analysisData entryReport buildingCase managementQueue managementCustomer engagementProduct recommendation
Soft skills
Customer satisfactionChurn mitigationCommunication skillsOrganizational skillsInfluencing skillsNegotiation skillsPresentation skillsProblem solvingFlexibilityAdaptability